Job Description
Senior Customer Success Manager
Location: Remote (US, preference for West Coast hours)
About the Role
We're looking for a Senior Customer Success Manager to be the first dedicated success hire for a rapidly growing AI-driven SaaS product. You'll 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 You'll 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
Job Tags
Remote job, Full time,