Senior Customer Success Manager
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Job Location:
California, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Senior Customer Success Manager
Location: Remote (US preference for West Coast hours)
About the Role
Were looking for a Senior Customer Success Manager to be the first dedicated success hire for a rapidly growing AI-driven SaaS product. Youll take over success directly from the founders and create scalable playbooks processes and customer journeys that ensure long-term retention and expansion. This is a high-impact role with autonomy visibility and the opportunity to shape the customer success function from the ground up.
What Youll Own
- End-to-End Customer Success: Own the post-sale relationship from deployment through onboarding health expansion and renewal.
- Deployment: Partner with Sales Engineering to integrate data platforms (Salesforce Snowflake Zendesk etc.) and drive time-to-first-insight.
- Onboarding: Deliver engaging educational onboarding sessions that delight end-users.
- Health & Engagement: Build predictive health models craft proactive nudges and ensure high adoption.
- Expansion: Identify and drive use-case expansion and adoption of new features.
- Renewals & NDR: Run QBRs success plans and exec recaps that make renewal the obvious choice.
- Voice of the Customer: Bring feedback and insights directly to Product to influence roadmap decisions.
- Process & Tooling: Codify what works into playbooks templates Looms and AI-driven workflows to scale success as the team grows.
Who You Are
- Experienced: 68 years in Customer Success managing $2M books of business in SaaS ideally with AI or AI-enabled products.
- Metrics-Driven: Track record of improving gross/net dollar retention and driving expansion.
- Startup-Savvy: Comfortable with <40 teammates high velocity and low red tape.
- Product-Savvy: Able to dive deep into product details data flows and edge casesoften spotting opportunities before customers do.
- AI-Forward: Curious and experimental with AI tools to scale your work and customer engagement.
- Executive Presence: Confident working with senior leaders (PMs VPs Product CPOs C-suite). Able to steer conversations toward actionable outcomes.
- High-Agency: Comfortable with autonomy ambiguity and moving at founder speed.
Skills & Tools
- CRM experience (HubSpot Iterable Salesforce).
- Experience supporting technical audiences (product data or engineering).
- Strong written and verbal communication skills; able to simplify complex ideas.
Compensation & Benefits
-
Salary: $119000
-
Remote-first role (must work West Coast hours)
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Visa sponsorship not available
-
Full-time position
Key Skills
- Debugging
- Remote Access Software
- IT Service Management
- IOS
- Multithreading
- VPN
- Neo4j
- FISMA
- SSO
- Github
- Google Suite
- Troubleshooting
