Senior Manager, Customer Success

New

JobgetherSaaS customer success

Based in the United States; fully remote working arrangement within eligible US statesFull-TimeManager

SalaryAnnual compensation ranging from $90,000 to $130,000 USD; Additional performance-based bonus opportunities.

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Job Details

Have at least 3 years of experience in Customer Success leadership.
Have directly managed teams of approximately 6–10 or more Customer Success Managers.
Demonstrate experience recruiting, developing, and managing high-performing teams.
Show success driving customer retention, reducing churn, and achieving NRR and GRR objectives.
Have experience managing customer pricing discussions, renewals, negotiations, and account expansion opportunities.
Have experience collaborating with Sales, Product, Marketing, and other business functions.
Be able to build engagement, accountability, and team culture in a fully remote environment.
Have experience managing organizational change and adapting strategies to evolving business needs.
Be comfortable participating in customer discussions and coaching team members through call reviews, shadowing, and role-playing.
Have analytical experience developing customer health scores, defining performance metrics, analyzing retention trends, and building reporting dashboards.
Have expertise with customer success platforms and tools; Planhat experience is an advantage.
Have practical experience implementing automation and AI-powered tools in customer success processes.
Previous experience in compliance-focused businesses, regulated industries, or vertical SaaS is an additional asset.
Familiarity with DOT compliance, fleet management, or transportation technology is an additional asset.

Lead and manage approximately eight Customer Success Managers supporting more than 800 mid-market customers and a portfolio of approximately $16 million in revenue.
Recruit, develop, coach, and retain customer success professionals.
Define and execute strategies for product adoption, customer retention, churn reduction, and account expansion.
Drive Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and customer churn targets.
Partner with Sales, Product, Marketing, and other teams to improve customer experience and outcomes.
Lead strategic projects and operational improvements to scale the customer success function.
Use Planhat to monitor customer health, identify risks and expansion opportunities, and guide account management decisions.
Develop and optimize Planhat workflows, including AI-powered and agentic workflows, automation, and proactive customer outreach.
Participate in customer calls and coach Customer Success Managers through call shadowing, feedback, and role-playing.
Lead the team through growth, organizational change, and evolving business priorities.

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