Customer Success Manager, High Velocity

Role overview

This is a partner-managed opportunity for a Customer Success Manager, High Velocity based in the United States. The position sits at the center of a product-led SaaS business that is growing quickly, and it is intended to help define how customers move from first use to meaningful adoption and readiness for expansion.

The role is highly hands-on and is best suited to someone who enjoys building structure where little exists today. You will work with digitally driven, fast-moving customers and help them get value from the platform through onboarding, ongoing engagement, and measurable outcomes. In addition to customer-facing work, you will connect Sales, Product, Engineering, Support, and Marketing so that customer needs, product direction, and growth plans stay aligned.

Long term, the goal is to create scalable customer success practices that can be repeated across accounts and turned into a durable framework for retention, growth, and expansion.

Core responsibilities

• Take ownership of the post-sale experience for high-velocity customers, guiding them through onboarding, adoption, and sustained value creation.
• Create and maintain success plans that reflect customer objectives, product usage trends, and the outcomes they want to achieve.
• Develop scalable engagement structures such as onboarding milestones, review cadences, and digital outreach touchpoints.
• Spot potential adoption issues early and work across teams to reduce churn risk and improve retention.
• Shape customer segmentation, tiering approaches, and playbooks that support repeatable execution.
• Build health-scoring models using usage data, engagement signals, and customer sentiment.
• Work with Sales to surface expansion opportunities and ensure accounts are positioned for renewal and growth.
• Represent customer needs internally by sharing feedback with Product, Engineering, and Marketing.
• Put in place repeatable workflows and operating rhythms that can scale with future Customer Success growth.
• Help establish a structured voice-of-customer process that informs both product decisions and go-to-market strategy.

Requirements

• At least 5 years of experience in Customer Success, Account Management, Value Management, or a similar SaaS post-sales function.
• Background working with high-velocity, PLG, SMB, or similarly scaled customer groups in a SaaS setting.
• Demonstrated ability to create success plans, journey frameworks, engagement motions, or account health systems.
• Strong track record of working across Sales, Product, Engineering, Support, and Marketing teams.
• Comfort operating in uncertain environments while building scalable processes from the ground up.
• Excellent communication skills with the ability to explain technical ideas clearly to both technical and non-technical audiences.
• Experience supporting adoption, customer engagement, and expansion readiness without relying only on a sales-led approach.
• Analytical thinking and familiarity with health metrics, segmentation, and usage-based insights.
• Exposure to DevOps, developer tools, or technical SaaS products is a strong advantage.
• Comfort in early-stage or product-led environments where operating structure is still evolving.

Compensation and benefits

The role offers a competitive total compensation package with base pay plus performance-linked variable compensation, and the target OTE is $150,000 to $180,000.

• Medical, dental, and vision insurance
• 401(k) plan with company match
• Remote-first working style
• Paid time off, company holidays, and a flexible vacation policy
• Parental leave and family support programs
• Stock grant opportunities, depending on the role
• Short- and long-term disability coverage
• Life insurance
• HSA and FSA options
• Strong exposure to a fast-growing SaaS environment with room for career development

Application and hiring process

This opportunity is managed by a partner company, and that partner handles applications as well as the next stages of the hiring process. Applications are reviewed through an AI-assisted matching process to shortlist candidates against the role’s core requirements, after which the hiring company manages interviews, assessments, and final decisions.

Data privacy and AI use

By submitting an application, you consent to the processing of personal data for candidate evaluation and sharing relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. You may request access, correction, deletion, or objection at any time.

AI tools may be used to assist with parts of the hiring workflow, such as resume review, application analysis, response assessment, and identifying inconsistencies or verification signals. These tools support the recruitment team, but human judgment remains central, and final hiring decisions are made by people.