Virco Talent
Senior Customer Success Manager
Virco Talent, San Francisco, California, United States, 94199
Job Description:
Senior Customer Success Manager Location:
Remote (US, preference for West Coast hours)
About the Role We're looking for a
Senior Customer Success Manager
to be the first dedicated success hire for a rapidly growing AI-driven SaaS product. You'll take over success directly from the founders and create scalable playbooks, processes, and customer journeys that ensure long-term retention and expansion. This is a high-impact role with autonomy, visibility, and the opportunity to shape the customer success function from the ground up.
What You'll Own End-to-End Customer Success:
Own the post-sale relationship from deployment through onboarding, health, expansion, and renewal. Deployment:
Partner with Sales Engineering to integrate data platforms (Salesforce, Snowflake, Zendesk, etc.) and drive time-to-first-insight. Onboarding:
Deliver engaging, educational onboarding sessions that delight end-users. Health & Engagement:
Build predictive health models, craft proactive nudges, and ensure high adoption. Expansion:
Identify and drive use-case expansion and adoption of new features. Renewals & NDR:
Run QBRs, success plans, and exec recaps that make renewal the obvious choice. Voice of the Customer:
Bring feedback and insights directly to Product to influence roadmap decisions. Process & Tooling:
Codify what works into playbooks, templates, Looms, and AI-driven workflows to scale success as the team grows. Who You Are
Experienced:
68+ years in Customer Success managing $2M+ books of business in SaaS, ideally with AI or AI-enabled products. Metrics-Driven:
Track record of improving gross/net dollar retention and driving expansion. Startup-Savvy:
Comfortable with
Product-Savvy:
Able to dive deep into product details, data flows, and edge casesoften spotting opportunities before customers do. AI-Forward:
Curious and experimental with AI tools to scale your work and customer engagement. Executive Presence:
Confident working with senior leaders (PMs, VPs Product, CPOs, C-suite). Able to steer conversations toward actionable outcomes. High-Agency:
Comfortable with autonomy, ambiguity, and moving at founder speed. Skills & Tools
CRM experience (HubSpot, Iterable, Salesforce). Experience supporting technical audiences (product, data, or engineering). Strong written and verbal communication skills; able to simplify complex ideas. Compensation & Benefits
Salary:
$119,000 Remote-first role (must work West Coast hours) Visa sponsorship not available Full-time position
Senior Customer Success Manager Location:
Remote (US, preference for West Coast hours)
About the Role We're looking for a
Senior Customer Success Manager
to be the first dedicated success hire for a rapidly growing AI-driven SaaS product. You'll take over success directly from the founders and create scalable playbooks, processes, and customer journeys that ensure long-term retention and expansion. This is a high-impact role with autonomy, visibility, and the opportunity to shape the customer success function from the ground up.
What You'll Own End-to-End Customer Success:
Own the post-sale relationship from deployment through onboarding, health, expansion, and renewal. Deployment:
Partner with Sales Engineering to integrate data platforms (Salesforce, Snowflake, Zendesk, etc.) and drive time-to-first-insight. Onboarding:
Deliver engaging, educational onboarding sessions that delight end-users. Health & Engagement:
Build predictive health models, craft proactive nudges, and ensure high adoption. Expansion:
Identify and drive use-case expansion and adoption of new features. Renewals & NDR:
Run QBRs, success plans, and exec recaps that make renewal the obvious choice. Voice of the Customer:
Bring feedback and insights directly to Product to influence roadmap decisions. Process & Tooling:
Codify what works into playbooks, templates, Looms, and AI-driven workflows to scale success as the team grows. Who You Are
Experienced:
68+ years in Customer Success managing $2M+ books of business in SaaS, ideally with AI or AI-enabled products. Metrics-Driven:
Track record of improving gross/net dollar retention and driving expansion. Startup-Savvy:
Comfortable with
Product-Savvy:
Able to dive deep into product details, data flows, and edge casesoften spotting opportunities before customers do. AI-Forward:
Curious and experimental with AI tools to scale your work and customer engagement. Executive Presence:
Confident working with senior leaders (PMs, VPs Product, CPOs, C-suite). Able to steer conversations toward actionable outcomes. High-Agency:
Comfortable with autonomy, ambiguity, and moving at founder speed. Skills & Tools
CRM experience (HubSpot, Iterable, Salesforce). Experience supporting technical audiences (product, data, or engineering). Strong written and verbal communication skills; able to simplify complex ideas. Compensation & Benefits
Salary:
$119,000 Remote-first role (must work West Coast hours) Visa sponsorship not available Full-time position