Manager, Customer Success - job 1 of 2
Skills
- Proven leadership of customer success or account management teams
- Strong analytical and process-oriented approach to driving outcomes
- Experience with SaaS post-sales operations (onboarding, adoption, retention, expansion)
- Familiarity with CRM and reporting tools (Salesforce, Looker)
- Comfort with customer engagement and sales enablement tools (Pendo, Gainsight, Gong)
- Experience working with high-volume ecommerce, shipping, or logistics customers preferred
Responsibilities
- Lead, coach, and develop a team of Customer Success Managers to drive performance and career growth
- Define and track KPIs tied to retention, revenue expansion, and customer health
- Develop and execute churn-mitigation and expansion strategies in partnership with Sales, Product, Marketing, and RevOps
- Use analytics and customer data to inform team strategy and measure impact
- Partner on forecasting, staffing plans, and scalable processes to support team growth
- Maintain strong relationships with high-volume merchants and ensure delivery of value through onboarding, adoption, and best-practice guidance
Education
- Bachelor's degree preferred or equivalent professional experience
- Relevant certifications or coursework in business, analytics, or customer success are a plus
Benefits
- Hybrid policy with Austin employees onsite Tue–Thu; remote for US-based hires
- Flex Time Off policy and 12 paid US holidays
- 401(k) employer matching
- Annual merit reviews and company events
- Attractive Austin office with weekly catered lunches and fitness center
- Medical, dental, and vision plans
- Employee Assistance Program (up to 8 free mental health sessions)
- Gym discounts, education reimbursement, and employee referral program
- Inclusive, casual, and upbeat work environment
Average salary estimate
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