Lead Client Success Manager | 100K–130K USD + Remote+ Equity + Bonus | High-Growth Event Planning SaaS Company
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Job Location:
Philadelphia, PA - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Were hiring a Lead Client Success Manager a hands-on builder-first leader who will transform our clients existing CS foundation into a repeatable engine for retention and expansion. You are a builder self-starter self-motivated with initiative. Thats how youre successful in this role. You dont wait for people to tell you what to do you tell them.
This is a doer role: Youll own onboarding and renewals (not day-to-day support) proactively build processes and implement systems that prevent churn and unlock new revenue.
This is not a director role: Were looking for a Senior Manager-level person who rolls up their sleeves implements solutions and partners closely with leadership to shape pricing structures that drive renewals and expansion. Youll report directly to the CEO and help define how Customer Success contributes to the companys revenue motion.
Responsibilities:
- Be a builder & doer: Proactively design implement and iterate scalable CS processes (onboarding playbooks adoption programs renewal playbooks). Dont Wait For Direction learn tools and implement improvements independently (example: learn something deeply and set it up without waiting for instruction).
- Own onboarding & renewals: Reimagine onboarding to shorten time-to-value and own the renewal strategy to reduce churn by at least 30% in your first year. This role is focused on proactive success not reactive support queues.
- Drive revenue through retention & expansion: Partner with Sales and Finance to build price/renewal strategies and identify expansion opportunities.
- Define customer journeys & health metrics: Create clear journeys for customers build health scores adoption KPIs and dashboards aligned to company OKRs.
- Voice of the Customer: Run strategic business reviews capture and translate customer feedback into product and GTM priorities and build a library of success stories and case studies.
- Collaborate cross-functionally: Work closely with Product Sales and Marketing to ensure customers see value and to influence roadmap priorities with customer data.
- Hire & scale: As the function grows help recruit train and mentor the first CS hires; create onboarding & enablement materials for the team.
- Cadence & communication: Deliver consistent presentation-ready updates to the CEO and leadership (weekly/biweekly cadence). Track and report results against agreed success metrics.
Goals - What success looks like (12 months):
- Churn reduced by 30% through improved onboarding and renewals.
- A documented repeatable CS playbook enabling predictable onboarding renewal and expansion cycles.
- Clear CS metrics/dashboarding tied to company OKRs and revenue impact.
- A library of customer success stories and references boosting sales and retention.
- A hiring and scaling plan is in place to build out a world-class CS team.
Qualifications :
- 4-8 years in Customer Success or similar roles in a B2B SaaS environment.
- Proven track record of building or materially improving CS processes (onboarding adoption renewals).
- Proven success in managing a high volume of SMB customers.
- Demonstrated results reducing churn and increasing adoption (data-driven approach).
- Strong experience with CRMs and CS tooling preferably HubSpot.
- Excellent communicator able to present confidently to customers and to executives.
- Ownership mindset you see problems and implement solutions quickly.
- Hands-on execution-oriented this is a doer role that requires building and implementing not just strategy.
- Experience influencing pricing or renewal strategy and tying CS metrics to revenue is a big bonus.
- Must be able to work in a fast-paced environment with the ability to prioritize multitask perform well under pressure meet deadlines and wear multiple hats.
- Excited to work in a startup environment; you have a track record of being adaptable to changing priorities in a fluid high-growth environment.
Additional Information :
About SaaS Talent
SaaS Talent is more than just a recruiting company. Were your hiring business development and growth partner with 20 years of experience in SaaS and Hi-Tech that helps you scale and transform your business. Weve worked with 100 companies and helped them achieve their goals. From streamlining sales marketing and operations to hiring ideal talent and getting funding if youre struggling to grow were an ideal choice.
Reach out to us at to learn more about how we can help you.
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Yes
Employment Type :
Full-time
Key Skills
- Marketing
- Catering
- Organizational skills
- Hospitality Experience
- Management Experience
- HubSpot
- Event Planning
- Events Management
- Project Management
- Event Marketing
- Leadership Experience
- negotiation
About Company
This role can be fully remote based on industry experience and merit. Our client is open to a higher salary above the maximum range based on ideal fit.Our client is an industry-leading, award-winning integrated technology solutions provider for builders and building owners. They’ve be ... View more
