Job Description
Team: Support
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager, High Velocity based in the United States.
This role is a foundational hire within a fast-growing, product-led SaaS environment, focused on shaping how customers achieve value from early-stage adoption through expansion readiness. The Customer Success Manager will work with high-velocity, digitally driven customers, ensuring they successfully onboard, engage, and realize measurable outcomes from the platform. This is a hands-on, builder-style position that requires operating in ambiguity while designing scalable customer success motions from the ground up. The role bridges customers and internal teams including Sales, Product, Engineering, Support, and Marketing to ensure alignment on value delivery and customer needs. It is ideal for someone who thrives in creating structure, influencing cross-functional strategy, and driving adoption at scale. The ultimate goal is to establish repeatable success frameworks that turn early users into long-term, high-value customers.
Accountabilities:
- 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.
- 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.
- Competitive total compensation including base salary and performance-based variable pay (OTE range: $150,000–$180,000)
- Comprehensive health coverage including medical, dental, and vision insurance
- 401(k) retirement plan with company match
- Flexible remote-first work environment
- Paid time off, company holidays, and flexible vacation policy
- Parental leave and family support programs
- Stock grant opportunities (role-dependent)
- Short- and long-term disability coverage, life insurance, HSA/FSA options
- Exposure to a high-growth SaaS environment with strong career development potential
Requirements:
Benefits:
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Date Posted
06/25/2026
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