Senior Customer Success Manager

Location : Remote (U.S. preference for West Coast hours)

Compensation : $119,000 annually

Employment Type : Full-time

Visa Sponsorship : Not available

About the Role

We're seeking a Senior Customer Success Manager to become the first dedicated success hire for a rapidly growing AI-driven SaaS company .

In this high-impact role, you'll take ownership of customer success directly from the founders, designing scalable playbooks, customer journeys, and processes that drive adoption, retention, and expansion. You'll have the autonomy to shape the function from the ground up while working closely with executives and cross-functional teams.

What You'll Own

• End-to-End Customer Success : Manage the post-sale customer lifecycle from deployment through onboarding, adoption, renewal, and expansion.
• Deployment : Partner with Sales Engineering to integrate customer data platforms (Salesforce, Snowflake, Zendesk, etc.) and accelerate time-to-first insight.

Onboarding : Deliver engaging, educational onboarding sessions that set customers up for success.

Health & Engagement : Build predictive health models, craft proactive engagement strategies, and ensure consistent product adoption.

Expansion : Identify and execute opportunities for account growth and new feature adoption.

Renewals & NDR : Lead QBRs, success plans, and executive reviews to ensure renewals and drive net dollar retention.

Voice of the Customer : Gather insights and feedback to influence product roadmap and improve user experience.

Process & Tooling : Document best practices into playbooks, templates, Loom videos, and AI-powered workflows to scale customer success efficiently.

Who You Are

Metrics-Driven : Proven record of improving gross and net dollar retention and driving account expansion.

Startup-Savvy : Comfortable operating in fast-paced, early-stage environments (under 40 employees).

Product-Savvy : Able to understand technical details, data flows, and edge casesoften identifying opportunities before customers do.

AI-Forward : Curious and hands-on with AI tools to streamline workflows and enhance customer engagement.

Executive Presence : Skilled in communicating with senior leaders (Product VPs, CPOs, C-suite) and steering conversations toward measurable outcomes.

High-Agency : Thrives with autonomy, ambiguity, and founder-level urgency.

Skills & Tools

CRM experience : HubSpot, Iterable, Salesforce

Experience supporting technical or data-centric audiences (Product, Engineering, Data Science)

Exceptional written and verbal communication skillsable to distill complex topics into simple, actionable insights

Additional Details

Remote-first role must be available during West Coast business hours

Full-time position

Visa sponsorship not available