Customer Experience Lead

Based: New York City, US ; or San Francisco, US;  or Paris, France. 

Compensation is indexed on location.

At least 3 days per week in-office  

About Lago

At Lago, we’re on a mission to make billing simpler, more transparent, and more adaptable for SaaS companies. 

As the leading open-source billing platform, we empower businesses to build flexible pricing models and scale with confidence. 

We also raised over $22 million in funding from top tier investors, reflecting strong investor confidence in our vision and growth.

Our platform has garnered over 7,000 stars on GitHub, a testament to our active and growing developer community.

Next-gen companies such as Mistral.ai, Together.ai, Groq and Laravel chose Lago for their billing.

We’re a team of ambitious, focused individuals who work together to solve hard problems with excellence and accountability. 

At Lago, we value reliability and proactivity—we trust each other to own tasks, drive them to completion, and adapt quickly. While we encourage you to try fast and “fail fast” (if needed), we also expect you to learn fast: make mistakes, but don’t make the same one twice. 

If you’re excited by challenges and want to grow alongside a high-performing, supportive team, this is the place for you.

The Role

As our Customer experience Lead, you’ll play a crucial role in crafting our customers’ journey, anticipating and prioritizing their needs and making sure we grow with them. 

You don’t need an engineering degree or years of coding experience, but you do need curiosity, the ability to learn quickly, and a drive to become an expert in Lago’s product.

You’ll be in charge of the team (in a “Player Coach” motion) to guide customers through their journey from the signature to the “go-live” to the expansion discussions. 

This role will involve a lot of soft skills (team management, handling delicate conversations with our customers) and very precise project management (our users are mainly technical teams, they value precision and reliability).

What You’ll Be Doing

•Set your team for success: Organize their workload and develop the team, develop a consultative and solution-based approach with our customers, offer quick feedback loops and coaching, and lead by example by being hands-on

For that you will also need to:

•Own customer interactions to maximize satisfaction: Building a best-in-class product isn't enough. We also need to make sure the humans using it have a great experience, and you'll make sure we do.

•Become a product expert: Dive into our documentation, learn how Lago works, and use that knowledge to help customers get the most of Lago

•Simplify technical concepts and customer onboarding: Break down APIs, integrations, and billing workflows into clear, actionable steps for customers.

•Own and drive your projects to lead product adoption: Going “live” with Lago is a big milestone, but it doesn’t stop there. Lead product adoption of new features.

•Collaborate with excellence: Work closely with our engineering, product, and marketing teams to ensure a seamless customer experience.

•Anticipate and identify new needs: Be the internal Voice of the Customer to improve our processes, product, and drive expansion and renewal discussions 

Who You Are

•Eager to learn: You don’t need to be a product expert on day one, but you’re excited to pick up new skills and dive into our product.

•An empathetic and goal-driven communicator: You can explain complex ideas in simple, relatable ways for both technical and non-technical audiences. You know how to convey hard messages (e.g., saying “no” to customers, providing feedback) while preserving the relationship.

•Ambitious and accountable: You aim for excellence while owning your work and driving it to completion.

•Reliable and proactive: You take initiative, solve problems creatively, and thrive in a dynamic environment.

•Driven by impact: You’re motivated by meaningful work and love seeing how your efforts help customers and the team succeed.

What We Value

•Talent density: We’re not only looking for “extra pairs of hands”, we prioritize hiring exceptional people who raise the bar for everyone around them.

•Velocity of execution: We move fast and value individuals who can make things happen without sacrificing quality.

•Learn fast: We encourage you to fail fast but expect you to learn fast—embracing mistakes as part of growth but ensuring they aren’t repeated.

•Doing what you say (you’ll do) and telling what you do: We’re working in a geographically distributed environment with flexible processes, therefore accountability and proactive and clear communications are key to succeed. 

•Open source ethos: Transparency and collaboration aren’t just values; they’re how we operate.

Who You’re Not

•Afraid of learning technical concepts: You don’t need to code, but understanding the basics of APIs and integrations is key (and we’ll support you).

•Looking for a laid-back environment: We value focus, ambition, and high standards— you’re looking for personal and professional growth. You’re bored with routine tasks and excited by solving new problems.

•Reliant on rigid playbooks: This role is about creativity and adapting to the customer, not following a script. If you’re looking for a playbook you can “rinse and repeat”, this is not a place for you.

Why Join Lago?

•Work with top-tier talent: Join a team that values excellence, ambition, and accountability.

•Shape the future of fintech: Be part of a fast-growing company building the best open-source billing platform.

•Hybrid work model: Enjoy the balance of in-person collaboration and remote flexibility.

•Competitive package: competitive salary and stock options

•Make an impact: Your work will directly shape our product and help customers achieve their goals.

Ready to Build with Us?

If you’re excited about joining a high-talent team to solve meaningful problems and help businesses thrive, we’d love to hear from you. Apply today and let’s build something remarkable—together.