Manager, Customer Success

We’re working with a growing SaaS company to hire a Manager of Customer Success who will lead a team focused on delivering a seamless, value-driven experience across the customer lifecycle. This role is ideal for a hands-on leader who thrives in fast-paced environments, cares deeply about customer outcomes, and enjoys building scalable processes that support long-term growth and satisfaction.

You’ll manage a team responsible for onboarding, renewals, expansion, and day-to-day success across a diverse client base. You’ll also collaborate closely with cross-functional teams to ensure customer feedback informs both the product and broader strategy.

What you’ll do:

• Improve product adoption, reduce churn, and increase customer satisfaction through strategic success programs that deepen engagement and loyalty.

• Enhance onboarding, training, and lifecycle milestones to create smooth and consistent customer experiences that lead to long-term retention.

• Support account growth by working with your team to implement thoughtful upsell and cross-sell strategies that deliver measurable ROI.

• Partner with product and engineering to share customer insights that influence roadmap priorities and improve usability.

• Address high-priority client issues quickly and effectively, coordinating with internal stakeholders to resolve concerns and protect relationships.

• Use CRM and customer success tools to track health metrics, identify trends, and drive continuous process improvements.
  

What you bring:

• At least 4 years of experience leading a customer success team in a SaaS or tech-focused company.

• A track record of improving customer retention and expanding existing accounts through proactive success strategies.

• Clear and confident communication skills, with the ability to build rapport and trust across a range of stakeholders.

• Strong writing and active listening abilities, with a knack for translating complex topics into clear, actionable communication.

• A collaborative approach to leadership, with experience working across teams to align on goals and improve customer outcomes.

• Experience participating in C-level conversations that move strategic partnerships forward.

• Highly organized and analytical, with strong project management capabilities and a goal-oriented mindset.

• Dependable, self-motivated, and committed to delivering exceptional customer experiences.

• Willingness to travel if required.

About HighlightTA

This opportunity is presented by HighlightTA, your on-demand talent team. We make hiring easy with flexible, on-demand talent solutions. We partner with startups and scale-ups to embed talent partners, lead recruitment projects, and manage full talent functions. Our data-driven approach ensures fast hiring and access to top-tier talent, while flexible terms help you save time and reduce costs. Follow us on LinkedIn to learn more.