Senior Manager, Customer Success

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Guide and mentor a team of Customer Success Managers focused on Mid-Market and Enterprise clients.

• Set KPIs, target account health indicators, and growth targets.

• Enhance Net Retention Rate, minimize logo churn, and pinpoint expansion opportunities in collaboration with Sales/Account Executives.

• Work alongside leaders in Sales, Product, and Support to guarantee a smooth customer experience.

• Utilize data and analytics to monitor team performance, customer health, and engagement initiatives.

• Create and improve CSM playbooks for onboarding, account assessments, risk management, and expansion for multi-shop operators.

• Collaborate with Product and Engineering to relay the workflow requirements of large automotive repair operations.

• Develop a 30-, 60-, and 90-day plan for team onboarding and development.

⛳️ Requirements

• Over 5 years of experience in B2B SaaS Customer Success.

• At least 2 years in a management role overseeing Mid-Market or Enterprise accounts.

• Demonstrated ability to build, mentor, and grow high-performing teams.

• Strong communication and relationship-building abilities.

• Capability to leverage customer health scores, usage data, and retention metrics to proactively manage risks.

• Background in automotive technology, field service management, POS, inventory management, or Vertical SaaS is highly preferred.

• Outstanding verbal, written, and executive presentation skills.

• Must be able to work remotely from California or Texas.

🏝️ Benefits

• Medical, dental, vision, and life insurance benefits available starting the 1st of the month following the hire date.

• Short-term and long-term disability coverage.

• Employee assistance program.

• Reimbursement for personal health and wellness memberships.

• Generous parental leave policy.

• 401(k) plan available upon hire.

• 11 paid holidays each year.

• Flexible time off policy.

• Matching donations for approved charitable organizations.

• Group volunteer opportunities.

• Stock options available for employees.

• Equity options provided.