Manager, Startup Customer Success [Remote]

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Startup Customer Success based in United States.

This role sits at the intersection of people leadership, customer experience, and operational excellence within a fast-scaling SaaS environment.
You will lead a team of Customer Success Managers supporting early-stage startup customers through onboarding, adoption, and long-term success.
The position focuses on building scalable success programs while maintaining a high-touch, empathetic customer experience.
You will partner closely with cross-functional leaders across support, product, and customer operations to align on strategy and execution.
A key part of the role is coaching and developing CSMs to deliver consistent, high-quality outcomes for customers.
You will also contribute to shaping internal processes, tooling, and strategic initiatives that improve how startup customers are supported.
This is a high-impact leadership role for someone who thrives in dynamic environments and enjoys building structure where scale is accelerating.

Accountabilities:

• Lead, coach, and develop a team of Startup Customer Success Managers responsible for onboarding and enabling early-stage customers, ensuring consistent delivery of high-quality outcomes
• Drive team performance through regular 1:1s, feedback loops, skill development, and hands-on support including quality reviews and operational oversight
• Build and scale repeatable customer success programs across onboarding, adoption, and retention while maintaining a balance between automation and high-touch engagement
• Oversee operational excellence across shared customer channels, workflows, and internal processes to ensure efficiency and quality
• Collaborate cross-functionally with Support, Product, and other Customer Success functions to improve the end-to-end customer experience
• Represent the Startup Customer Success function in strategic discussions around resourcing, tooling, and product direction

Requirements:

• Proven experience leading or mentoring Customer Success Managers in a SaaS environment, ideally within a scaled or pooled CS model
• Strong understanding of the customer lifecycle, including onboarding, adoption, expansion, and retention strategies
• Experience designing and executing scalable customer success programs that balance automation with personalized support
• Operational mindset with a strong focus on process design, tooling, and execution quality
• Hands-on leadership style with willingness to engage directly in customer-facing workflows when needed
• Data-driven decision-making skills with the ability to translate metrics into actionable team improvements
• Excellent communication skills with the ability to bring clarity in fast-paced and ambiguous environments
• Strong problem-solving mindset and adaptability to evolving customer and business needs

Benefits:

• Competitive compensation package
• Flexible work environment supporting remote collaboration
• Equity/stock options with a long exercise window
• Unlimited PTO policy with strong encouragement to take regular time off
• Fully paid parental and family leave (where applicable)
• Learning and development budget for courses, conferences, and professional growth
• Comprehensive health and wellness benefits for employees and dependents (subject to eligibility)
• Generous home office, equipment, and productivity support budget.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share 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 exercise your rights (access, rectification, erasure, objection) at any time.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.