Join the LLR family of private equity-backed growth companies.

DaySmart supercharges experienced-based businesses with innovative, industry-specific software services that power customer and revenue growth. With thousands of partners worldwide and dozens of industry awards, we provide best-in-class solutions to accelerate their business.

DaySmart Beauty delivers cloud-based software designed for salons, spas, and the tattoo and piercing industries. With over 20 years of experience, we simplify business operations by streamlining scheduling, automating tasks, and improving client interactions. Our platform manages everything from appointments to payments, empowering businesses to focus on offering exceptional client service.

As a Team Lead, you'll be a player-coach inside our Customer Experience org with a focus on implementation, onboarding & customer success for a book of SMB customers while supporting a squad of 6-7 specialists. Stay close to the work, set the bar for quality, and drive process consistency without jumping fully into people management. You’ll partner with Sales, Implementation, Onboarding and Support to deliver a seamless customer journey.

Key Responsibilities

• Time-to-value: Customers trained and adopting software in under 14 days.

• Logo churn: <2% in the first 90 days.

• Customer satisfaction: CSAT at least 90% for onboarded accounts.

• Documentation: Team playbooks are current, clear, automated where feasible, and actively used.

• Escalation handling: De-escalations are swift, effective, and documented to inform future cases.

What You’ll Do

Customer Onboarding, Implementation & Success (~50%)

• Lead by example & own a partial book of business to stay grounded in day-to-day customer realities, from provisioning through adoption.

• Deliver and model onboarding experiences: run training sessions; configure services, staff schedules, payment processing, and online booking so customers hit time-to-value fast based on what is important to them.

• Serve as the first point of escalation for upset or at-risk customers, de-escalating swiftly and guiding teammates through resolution strategies.

• Maintain and evolve playbooks & SOPs so documentation is current, accessible, and aligned with best practices; identify automation, workflow or knowledge gaps and pilot improvements with leadership.

• Coach teammates in real time, helping them troubleshoot complex situations and refine their customer approach.

• Work cross-functionally with CSMs, Support, Sales, and Product to ensure cohesive experiences, seamless hand-offs, and aligned solutions across the journey.

• Monitor key metrics like time-to-value and early churn and help the team stay accountable to targets; track early-use signals to surface risk and intervene proactively.

• Support the Implementation team with data conversions for new customers and ensure new accounts are provisioned correctly, creating a smooth start and a positive customer experience from day one.

• Ensure accurate data hand-off throughout the new customer funnel, maintaining alignment between teams and systems.

• Set the example: deliver support that balances speed with a personal, empathetic touch across chat, email, and phone.

Peer Coaching & Process Consistency & Process Consistency (~35%)

• Act as go-to guru for setup flows, FAQs, and product tips; host shadow sessions for new hires.

• Perform light QA on account setups and CSAT surveys; surface recurring issues and help build fixes.

• Identify & implement quick-win automations to cut manual steps.

CX Collaboration & Voice of Customer (~15%)

• Partner with Product, Support, and Marketing to ensure a seamless journey from sign-up through renewal.

• Feed structured customer insights into our roadmap and knowledge base.

• Maintain and improve onboarding templates, Loom libraries, and playbooks.

What You Bring

• 3–5 years in SaaS onboarding, implementation, and CS, ideally supporting service-based SMBs (bonus if you have experience in the salon, spa or tattoo world)

• At least 2 years in a team lead, or similar senior position

• Experience with SQL

• Proven success juggling 50-100 active accounts in a month-to-month, no-contract model.

• Confidence running customer trainings and translating tech into plain language.

• Superb organization and prioritization; you thrive with multiple spinning plates.

• Familiar with CRMs (Salesforce) and customer support tools (Intercom); bonus points for appointment/business management platforms.

• Comfortable giving/receiving peer feedback to raise the bar for the team.

• Intermediate efficiency with Excel, or willingness to learn quickly

• In challenging situations, you bring empathy and curiosity to the table, helping customers feel heard and guiding teammates through thoughtful, trust-building responses.

Ready to coach, ship, and delight creative pros? Apply today and let’s level-up the beauty & body-art industry together.

Salary

The salary range for this role is $65,000 to $70,000 per year. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc.

What We Offer

• Competitive salary and benefits including medical, dental, vision, HSA, FSA, and more!

• 401k plan with company match on your contributions.

• Open PTO and a generous paid holiday schedule.

• Supportive work environment with the flexibility to work where/how you want – in-office, remote, or hybrid.

• Opportunities to ensure you are always learning and growing.

How You Will Work

This will be a US based position. We offer flexible work arrangements including fully remote, in person or hybrid opportunities. For those looking to work in person, we have physical offices in the following cities:

• Ann Arbor, MI

• Scottsdale, AZ

• Wayne, PA

• Austin, TX

DaySmart is committed to creating a diverse employee environment and is a proud equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, age, or veteran status.

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