Senior Manager, Customer Success
New
Remote-first position on a distributed team working primarily 9-5 Pacific., 9am-5pm PSTFull-TimeManager
Salary130,000 - 168,000 USD per year
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Job Details
- Required Skills
- Data AnalysisCross-functional collaborationProcess improvementCustomer supportCustomer SuccessSaaS
Requirements
- Experience managing a team in Customer Success, Support, or a broader CX environment.
- Experience in a tech or SaaS company.
- Proven track record of coaching and developing reps.
- Experience handling customer escalations directly.
- Strong process mindset with examples of workflow or playbook improvements.
- Data-literate with experience tracking team performance metrics.
- Ability to work in a fast-paced, agile startup environment.
Responsibilities
- Lead, coach, and develop a team of 9 reps across Customer Success and Support.
- Set team goals and priorities using metrics like NPS, response times, and health indicators.
- Act as the first point of escalation for complex or sensitive customer situations.
- Drive practical improvements to workflows, processes, and tooling.
- Set clear expectations and hold team members accountable.
- Contribute to hiring and onboarding processes.
- Collaborate with Product, Sales, and other cross-functional partners.
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