Manager, Startup Customer Success

About the Role:

• This role sits at the intersection of people leadership, customer experience, and operational excellence within a fast-scaling SaaS environment.
• You will lead a team of Customer Success Managers supporting early-stage startup customers through onboarding, adoption, and long-term success.

The Responsibilities:

• Accountabilities include leading, coaching, and developing a team of Startup CSMs; driving team performance through regular 1:1s and feedback loops; and building scalable success programs.
• You will also oversee operational excellence across customer channels and collaborate cross-functionally with Support, Product, and other Customer Success functions.
• Represent the Startup Customer Success function in strategic discussions around resourcing, tooling, and product direction.

The Requirements:

• Proven experience leading or mentoring Customer Success Managers in a SaaS environment, ideally with a scaled or pooled CS model.
• Strong understanding of the customer lifecycle, including onboarding, adoption, expansion, and retention.
• Data-driven decision-making skills and excellent communication abilities in fast-paced environments.

The Benefits:

• Competitive compensation package and flexible remote work environment.
• Equity/stock options, unlimited PTO, and fully paid parental leave.
• Learning and development budget, comprehensive health benefits, and home office support.