Senior Manager, Customer Success
15 days ago
Portland
Job DescriptionSalary: Job Description:Senior Manager, Customer Success Location:Portland, OR Schedule:In-office, 5 days per week Team:Customer Success Reports to:Chief Revenue Officer (CRO) About the Role We are hiring aSenior Manager of Customer Successto build and lead the CS function atPayRange. This is a hands-on leadership role responsible for stabilizing our onboarding experience, driving activation and adoption, andestablishingrepeatable processes that will scale as the team grows. You will begin as an individual leader-doerwhile building the foundation for a future team. As the program matures, you will hire, coach, and develop a high-performing CS organization. This is an in-office role based in Portland, as close collaboration with Sales, Support, and Operations is critical to success. What You Will Own • Onboarding and Activation, • Owning the full onboarding experience for both hardware and subscription customers, • Guiding operators through decoder and harness questions (non-technical guidance), • Sending install resources and walkthroughs, • Coordinating installation scheduling for subscription customers, • Ensuring installation and activation completion, • Monitoring activation milestones including Day 7 and Day 30, • Training and Adoption, • Training operators on Manage, Turns, offers, and best practices, • Driving product adoption and ongoing engagement, • Running structured QBRs, • Helping operators interpret usage data and performance trends, • Retention and Expansion, • Owning retention, adoption, and expansion after the first365 days, • Identifyingupsell potential and informing Sales for within-year expansions, • Guiding operators into high-touch or low-touch segments, • Bringing operator insights to Product and Ops, • Cross-Functional Partnership, • Working closely with Sales for a clean and complete handoff, • Partnering with Support on technical escalations, • Collaborating with Ops and Install Teams for subscriptionlogistics, • Acting as the connective tissue across GTM and Support functions, • Process Ownership, • Defining all CS workflows, lifecycle touchpoints, and documentation, • Building CS health metrics, dashboards, and tracking, • Creating onboarding frameworks, QBR templates, and adoption playbooks, • Deep technical troubleshooting, • Diagnosing or replacing malfunctioning hardware Who You Are Minimum Qualifications • 5 to 7+ years in Customer Success or Onboarding roles, • 2+ years as a frontline CS manager or team lead, • Experience with SaaS, hardware-enabled SaaS, IoT, fintech, or technical environments, • Strong customer-facing communication and relationship skills, • Demonstrated ability to drive activation, adoption, retention, and expansion, • Process-oriented operator who can build structure while executing day to day, • Effective cross-functional collaborator with Sales, Ops, Support, and Product, • Experience standing up a CS function from the ground up, • Familiarity with onboarding flows that include installations, • Ability to map and refine complex customer journeys, • Experience hiring and developing CS team members, • Stabilized onboarding and activation workflows, • Clear operating boundaries between Sales, CS, and Support, • Documented, repeatable CS processes, • Consistent Day 7 and Day 30 customer milestone oversight, • Better operator visibility into usage, adoption, and opportunities, • Strong alignment across GTM, Operations, and Support, • Defined plan for scaling the CS team