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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 Manager, Startup Customer Success based in United States.
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 position focuses on building scalable success programs while maintaining a high-touch, empathetic customer experience.
You will partner closely with cross-functional leaders across support, product, and customer operations to align on strategy and execution.
A key part of the role is coaching and developing CSMs to deliver consistent, high-quality outcomes for customers.
You will also contribute to shaping internal processes, tooling, and strategic initiatives that improve how startup customers are supported.
This is a high-impact leadership role for someone who thrives in dynamic environments and enjoys building structure where scale is accelerating.
Accountabilities:
- Lead, coach, and develop a team of Startup Customer Success Managers responsible for onboarding and enabling early-stage customers, ensuring consistent delivery of high-quality outcomes
- Drive team performance through regular 1:1s, feedback loops, skill development, and hands-on support including quality reviews and operational oversight
- Build and scale repeatable customer success programs across onboarding, adoption, and retention while maintaining a balance between automation and high-touch engagement
- Oversee operational excellence across shared customer channels, workflows, and internal processes to ensure efficiency and quality
- Collaborate cross-functionally with Support, Product, and other Customer Success functions to improve the end-to-end customer experience
- Represent the Startup Customer Success function in strategic discussions around resourcing, tooling, and product direction
- Proven experience leading or mentoring Customer Success Managers in a SaaS environment, ideally within a scaled or pooled CS model
- Strong understanding of the customer lifecycle, including onboarding, adoption, expansion, and retention strategies
- Experience designing and executing scalable customer success programs that balance automation with personalized support
- Operational mindset with a strong focus on process design, tooling, and execution quality
- Hands-on leadership style with willingness to engage directly in customer-facing workflows when needed
- Data-driven decision-making skills with the ability to translate metrics into actionable team improvements
- Excellent communication skills with the ability to bring clarity in fast-paced and ambiguous environments
- Strong problem-solving mindset and adaptability to evolving customer and business needs
- Competitive compensation package
- Flexible work environment supporting remote collaboration
- Equity/stock options with a long exercise window
- Unlimited PTO policy with strong encouragement to take regular time off
- Fully paid parental and family leave (where applicable)
- Learning and development budget for courses, conferences, and professional growth
- Comprehensive health and wellness benefits for employees and dependents (subject to eligibility)
- Generous home office, equipment, and productivity support budget.
Requirements:
Benefits:
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