Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Launching and managing the end-to-end customer journey for a new product with an accent on sales, onboarding, and ongoing support. Focus on defining the operational playbook, driving product adoption, and collaborating with engineering to shape future development.

Location: Must be based in the United States

Salary: $85,000 – $95,000

Company

A fast-growing SaaS company dedicated to increasing profitability for salons and spas.

What you will do

• Sell the new product and guide customers through a self-serve experience.
• Manage end-to-end customer relationships from initial conversation to adoption.
• Onboard new users and provide ongoing support to ensure product success.
• Identify customer pain points and feature requests to improve the product.
• Collaborate directly with engineers to influence the product roadmap.
• Define and document the operational playbook for this new function.

Requirements

• Must be based in the United States
• Experience in a customer-facing role within a SaaS company.
• Proven track record in a startup or fast-paced environment.
• High degree of ownership, autonomy, and cross-functional collaboration skills.
• Strong understanding of sales, customer needs, and business operations.
• Ability to think from first principles and thrive in ambiguous environments.

Culture & Benefits

• Comprehensive health, dental, vision, life, and LTD insurance.
• 401k plan available.
• Employee stock option program.
• Flexible PTO policy.
• Monthly wellness budget for gym memberships and yoga.
• Premium subscriptions to Calm and One Medical.