Company Description
READY TO HELP SCALE A HIGH-GROWTH SAAS AND BUILD BEST-IN-CLASS CLIENT SUCCESS FROM THE GROUND UP?
Company Overview
YOU ARE A BUILDER, SELF-STARTER, SELF-MOTIVATED, WITH INITIATIVE TYPE OF PERSON. THAT’S HOW YOU’RE SUCCESSFUL IN THIS ROLE. YOU DON’T WAIT FOR PEOPLE TO TELL YOU WHAT TO DO. YOU TELL THEM.
This is a confidential search, and we’ll reveal the company and full role details in a quick intro call. If you’re open to moving forward without the name up front, apply now — we’ll give you full transparency during the interview.
Now that product-market fit and early traction are established, they’re investing in people. This hands-on leadership role will let you design repeatable systems, optimize processes, and take full ownership of Customer Success to accelerate company growth.
Company Culture
An amazing opportunity to grow your career while making a measurable impact on a fast-scaling company and team. Join a high-velocity team where your work will directly influence growth, product strategy, and customer outcomes.
Benefits
Job Description
We’re hiring a Senior Client Success Manager — a hands-on, builder-first leader who will transform our client’s existing CS foundation into a repeatable engine for retention and expansion.
This is a doer role: You’ll own onboarding and renewals (not day-to-day support), proactively build processes, and implement systems that prevent churn and unlock new revenue.
This is not a director role. We’re looking for a Senior Manager-level person who rolls up their sleeves, implements solutions, and partners closely with leadership to shape pricing structures that drive renewals and expansion. You’ll report directly to the CEO and help define how Customer Success contributes to the company’s revenue motion.
Responsibilities
Be a builder & doer: Proactively design, implement, and iterate scalable CS processes (onboarding playbooks, adoption programs, renewal playbooks). Don’t Wait For Direction — learn tools and implement improvements independently (example: learn something deeply and set it up without waiting for instruction).
Own onboarding & renewals: Reimagine onboarding to shorten time-to-value and own the renewal strategy to reduce churn by at least 30% in your first year. This role is focused on proactive success — not reactive support queues.
Drive revenue through retention & expansion: Partner with Sales and Finance to build price/renewal strategies and identify expansion opportunities.
Define customer journeys & health metrics: Create clear journeys for customers, build health scores, adoption KPIs, and dashboards aligned to company OKRs.
Voice of the Customer: Run strategic business reviews, capture and translate customer feedback into product and GTM priorities, and build a library of success stories and case studies.
Collaborate cross-functionally: Work closely with Product, Sales, and Marketing to ensure customers see value and to influence roadmap priorities with customer data.
Hire & scale: As the function grows, help recruit, train, and mentor the first CS hires; create onboarding & enablement materials for the team.
Cadence & communication: Deliver consistent, presentation-ready updates to the CEO and leadership (weekly/biweekly cadence). Track and report results against agreed success metrics.
Qualifications
Must-haves
5+ years in Customer Success, Account Management, or similar roles in a B2B SaaS environment.
Proven track record of building or materially improving CS processes (onboarding, adoption, renewals).
Demonstrated results reducing churn and increasing adoption (data-driven approach).
Strong experience with CRMs and CS tooling. Able to learn tools and implement changes proactively without waiting for leadership to train you.
Excellent communicator — able to present confidently to customers and to executives.
Ownership mindset — you see problems and implement solutions quickly.
Hands-on, execution-oriented — this is a doer role that requires building and implementing, not just strategy.
Nice-to-haves
Early-stage startup experience (seed → Series A).
Experience influencing pricing or renewal strategy and tying CS metrics to revenue.
Experience hiring and developing CS teams.
What success looks like (12 months)
Churn reduced by ≥ 30% through improved onboarding and renewals.
A documented, repeatable CS playbook enabling predictable onboarding, renewal, and expansion cycles.
Clear CS metrics/dashboarding tied to company OKRs and revenue impact.
A library of customer success stories and references boosting sales and retention.
A hiring and scaling plan is in place to build out a world-class CS team.
What You’ll Love
Remote-first culture
High-ownership role with autonomy to shape systems from the ground up
Direct access to the founder and fast decision-making cycles
Clear product-market fit, strong user base, and rapid growth phase
No micromanagement — just big challenges and the trust to solve them
IF YOU’RE A HANDS-ON CLIENT SUCCESS LEADER WHO’S EXCITED TO BUILD, GROW, AND INFLUENCE THE FUTURE OF A HIGH-GROWTH SAAS STARTUP, LET’S TALK!
Additional Information
About SaaS Talent
SaaS Talent is more than just a recruiting company. We’re your hiring, business development and growth partner with 20+ years of experience in SaaS and Hi-Tech that helps you scale and transform your business. We’ve worked with 100+ companies and helped them achieve their goals. From streamlining sales, marketing, and operations to hiring ideal talent and getting funding, if you’re struggling to grow, we’re an ideal choice.
Reach out to us at www.saas-talent.com to learn more about how we can help you.
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