Customer Success Manager, High Velocity
New
Based in the United StatesFull-TimeMiddle
SalaryOTE range: $150,000–$180,000
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Job Details
- Experience
- 5+ years
- Required Skills
- Data AnalysisDevOpsAccount ManagementCustomer SuccessSaaS
Requirements
- 5+ years of experience in Customer Success, Account Management, Value Management, or similar post-sales SaaS roles.
- Experience managing high-velocity, PLG, SMB, or scaled customer segments in a SaaS environment.
- Strong ability to build success plans, customer journeys, engagement models, or account health frameworks.
- Proven cross-functional collaboration skills across Sales, Product, Engineering, Support, and Marketing teams.
- Ability to operate in ambiguity and build scalable processes from scratch in a fast-paced environment.
- Strong communication skills with the ability to translate technical concepts for both technical and business audiences.
- Experience driving adoption, customer engagement, and expansion readiness without being purely sales-focused.
- Analytical mindset with familiarity in customer health metrics, segmentation, and usage-based insights.
- Experience in DevOps, developer tools, or technical SaaS environments is a strong plus.
- Comfort working in product-led or early-stage operational environments where structure is still evolving.
Responsibilities
- Own post-sale success for high-velocity customers, ensuring strong onboarding, adoption, and ongoing value realization across product offerings.
- Build and manage customer success plans aligned to customer goals, usage patterns, and desired business outcomes.
- Design and implement scalable engagement models including onboarding checkpoints, success reviews, and digital touchpoints.
- Identify adoption risks early and coordinate cross-functional actions to improve retention and prevent churn.
- Develop and refine customer segmentation, tiering models, and success playbooks for scalable execution.
- Build customer health scoring frameworks using product usage, engagement data, and customer sentiment signals.
- Partner closely with Sales to identify expansion opportunities and ensure accounts are positioned for growth and renewal readiness.
- Act as the voice of the customer by feeding insights and product feedback into Product, Engineering, and Marketing teams.
- Establish repeatable processes and operating cadences that future Customer Success teams can scale.
- Support the creation of a structured voice-of-customer loop that informs product and go-to-market strategy.
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