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Senior Customer Success Manager

Senior Customer Success Manager

Virco TalentCalifornia, California, United States
21 days ago
Job type
  • Full-time
  • Remote
  • Quick Apply
Job description

Senior Customer Success Manager

Location : Remote (US, preference for West Coast hours)

About the Role

We're looking for a Senior Customer Success Manager to be the first dedicated success hire for a rapidly growing AI-driven SaaS product. You'll take over success directly from the founders and create scalable playbooks, processes, and customer journeys that ensure long-term retention and expansion. This is a high-impact role with autonomy, visibility, and the opportunity to shape the customer success function from the ground up.

What You'll Own

  • End-to-End Customer Success : Own the post-sale relationship from deployment through onboarding, health, expansion, and renewal.
  • Deployment : Partner with Sales Engineering to integrate data platforms (Salesforce, Snowflake, Zendesk, etc.) and drive time-to-first-insight.
  • Onboarding : Deliver engaging, educational onboarding sessions that delight end-users.
  • Health & Engagement : Build predictive health models, craft proactive nudges, and ensure high adoption.
  • Expansion : Identify and drive use-case expansion and adoption of new features.
  • Renewals & NDR : Run QBRs, success plans, and exec recaps that make renewal the obvious choice.
  • Voice of the Customer : Bring feedback and insights directly to Product to influence roadmap decisions.
  • Process & Tooling : Codify what works into playbooks, templates, Looms, and AI-driven workflows to scale success as the team grows.

Who You Are

  • Experienced : 6 - 8+ years in Customer Success managing $2M+ books of business in SaaS, ideally with AI or AI-enabled products.
  • Metrics-Driven : Track record of improving gross / net dollar retention and driving expansion.
  • Startup-Savvy : Comfortable with
  • Product-Savvy : Able to dive deep into product details, data flows, and edge casesoften spotting opportunities before customers do.
  • AI-Forward : Curious and experimental with AI tools to scale your work and customer engagement.
  • Executive Presence : Confident working with senior leaders (PMs, VPs Product, CPOs, C-suite). Able to steer conversations toward actionable outcomes.
  • High-Agency : Comfortable with autonomy, ambiguity, and moving at founder speed.

    • Skills & Tools

  • CRM experience (HubSpot, Iterable, Salesforce).
  • Experience supporting technical audiences (product, data, or engineering).
  • Strong written and verbal communication skills; able to simplify complex ideas.

    • Compensation & Benefits

    Salary : $119,000

    Remote-first role (must work West Coast hours)

    Visa sponsorship not available

    Full-time position

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