Director of Customer Success & Onboarding (B2SMB)

About UsAt Sauce, we empower local restaurants through our innovative technology platform, designed to enhance growth via commission-free delivery and pickup. Our proprietary delivery optimization technology serves a thriving $105B+ U.S. restaurant market, enabling businesses to take full control of their digital and delivery operations.Our dynamic team is c…

About the Role:We are seeking a dedicated Customer Onboarding Manager to spearhead and expand a team of Onboarding Managers. This role is essential for facilitating a smooth transition for our new clients onto our platform, ensuring their initial experiences are not just satisfactory but exceptional. You will be at the forefront of strategic planning and execution in onboarding, laying the groundwork for enduring customer success.In this leadership position, you'll harmonize strategic oversight with hands-on execution: optimizing scalable processes, mentoring your team, and collaborating across departments to enhance the customer journey. Your influence will shape the onboarding experiences of numerous centers, empowering them to feel supported and confident as they engage with Playground.This position requires in-person collaboration at our Union Square, NYC or LoDo, Denver office, where you will work closely with teams in Product, Engineering, Sales, and Customer Success to create a premier onboarding experience as we expand our reach nationally.What You’ll DoLead & Develop a High-Performing Team: Manage, mentor, and cultivate a team of Onboarding Managers, promoting a culture of accountability, empathy, and continuous improvement.Drive Strategy & Execution: Collaborate with leadership to implement the onboarding vision and roadmap, ensuring alignment with the company’s objectives concerning customer activation, adoption, and retention.Optimize the Process: Design and refine onboarding workflows to enhance efficiency, uniformity, and customer satisfaction as Playground grows.Coach & Empower: Provide ongoing feedback, training, and performance management to guarantee that every Onboarding Manager delivers an exceptional customer experience.Collaborate Cross-Functionally: Work with Product, Engineering, Sales, and Customer Experience leadership to identify challenges and implement comprehensive improvements in the customer journey.Measure Success: Monitor key onboarding metrics—time to launch, customer satisfaction, feature adoption—and leverage data to inform strategic decisions and enhancements.Champion the Customer: Advocate for customer needs and ensure that each onboarding experience reflects Playground’s core values and mission.

About RebarAt Rebar, we are pioneering a revolutionary operating system tailored for commercial HVAC, electrical, and plumbing suppliers and subcontractors. Our innovative quoting product has achieved remarkable growth, completing thousands of quotes weekly, and doubling our revenue just six weeks into 2026. With the backing of a $14M Series A from top construction technology investors, we are embarking on an exciting growth phase and are in search of a Client Experience Leader to elevate our Client Success initiatives.You will collaborate directly with the Client Success, Product, and Sales teams to enhance the onboarding experience for both new and existing clients. We are on a mission to transform the $250 billion HVAC industry with our AI-native software, bringing modern tools to an industry that has seen little innovation. This is an exceptional opportunity to join us at the forefront of this change.The RoleWith a strong product-market fit established, we are now scaling our client onboarding processes for more complex implementations as our software and client base expand. We are seeking a Director of Implementation & Onboarding to help redefine this essential function.You will oversee the entire implementation process, ensuring that clients are operational as swiftly as possible, tailored to their specific needs. This role entails developing repeatable processes and playbooks while leading a team that delivers thoughtful and consultative implementations, adapting to each client's unique operations and driving meaningful results.Leading a team of Implementation Managers with deep mechanical engineering expertise, you will balance structure with the necessary flexibility to meet client needs. Collaborating closely with Client Success, Product, Sales, and Engineering, you will work to eliminate obstacles and scale onboarding as we grow.What You’ll DoOversee and expand the end-to-end implementation and onboarding function.Develop and implement repeatable workflows, playbooks, training programs, and systems while accommodating highly customized client implementations.Define and operationalize onboarding across areas such as organizational setup, workflow design, product configuration, and user training.Lead and nurture a team of onsite and remote Implementation Managers.Coach domain experts and translate their insights into scalable processes.Collaborate with Sales and Client Success on handoffs and implementation scoping.Work closely with Product and Engineering to identify and resolve friction points, ensuring a seamless onboarding experience.

At Anaplan, we are a dynamic team of innovators dedicated to enhancing business decision-making through our advanced AI-driven scenario planning and analytics platform, empowering our clients to outperform their competition.What brings Anaplanners together across various teams and regions is our unwavering dedication to our clients’ success and our Winning Culture.Our esteemed clientele includes some of the most recognized names in the Fortune 50, such as Coca-Cola, LinkedIn, Adobe, LVMH, and Bayer, among over 2,400 global companies that trust our top-tier platform.Our Winning Culture fuels our innovative teams. We embrace diverse thoughts and ideas, act as leaders regardless of our titles, strive for ambitious goals, and take pride in celebrating our achievements—both large and small.Guided by principles that prioritize strategy, values, and disciplined execution, you will find inspiration, connection, development, and rewards here. Your unique qualities are welcome; join us in building the future together!AMER Portfolio Leader - Director of Customer SuccessAnaplan is a pioneering enterprise planning platform relied upon by the world’s most sophisticated organizations to enhance financial, operational, and strategic decision-making processes. Supported by Thoma Bravo, a leading software-focused private equity firm, Anaplan operates with speed, intensity, and a relentless commitment to operational excellence and measurable performance.As we embark on our next growth phase, we are refining our go-to-market post-sales coverage model to improve segmentation, execution rigor, and recurring revenue security. Historically, accounts were managed within blended portfolios, but as our business has evolved, it has become clear that differentiated customer segments require tailored strategies, scrutiny, and leadership focus.To facilitate this evolution, we are establishing a dedicated AMER Portfolio Leader (CSD) role responsible for four segmented portfolios. This strategic investment aims to enhance renewal discipline, operational command, and risk transparency for fiscal year 2027 and beyond.This highly visible role is at the heart of Anaplan’s post-sales go-to-market engine, perfect for a seasoned post-sales GTM leader eager to thrive in a fast-paced, high-performance environment, initiate a new GTM strategy, and significantly impact both the business and the operational model.The ideal candidate is an operator at heart; gritty, action-oriented, and relentless in their pursuit of customer outcomes and value delivery.

Runwise is hiring a Director of Customer Success based in New York, NY. This senior leader will guide the team that helps customers achieve long-term results with the Runwise platform, which improves building performance and energy efficiency. Role Overview This is a pivotal leadership role as Runwise expands into new markets and manages a growing portfolio of buildings. The Director of Customer Success will oversee a group responsible for monitoring building performance, optimizing system settings, and delivering measurable energy savings for customers. The position involves close collaboration with Customer Support, Field Operations, and Engineering to resolve issues and keep systems running smoothly. Runwise is looking for someone experienced in scaling customer success teams within a combined hardware and software environment. The right candidate will develop processes, metrics, and operational playbooks to support ongoing growth. Key Responsibilities Customer Success Leadership Lead and mentor Customer Success Managers as they oversee large portfolios of buildings. Set up frameworks for managing portfolios and establishing performance benchmarks. Design processes that encourage proactive engagement with customers. Building Performance Optimization Ensure buildings operate efficiently and deliver expected energy savings. Find opportunities to further optimize systems within customer portfolios. Develop monitoring and reporting systems to track building performance. Customer Relationship Management Build strong relationships with property owners, operators, and asset managers. Serve as the main technical point of contact for large customer portfolios. Identify ways to expand Runwise deployments within existing client portfolios. Operational Scaling Create playbooks and processes for managing large building portfolios. Introduce software tools that help the team scale efficiently. Improve systems for reporting, monitoring, and tracking performance. Collaborate with Customer Support and Field Service teams to solve operational challenges.

Customer Onboarding ManagerLocation: New York City (Hybrid / 4 days onsite) Reporting to: Vio, Chief Customer Officer Goal: $100M ARR by EOY 2026Our MissionAt Fyxer, we are committed to redefining how the world communicates through email. Your role is to ensure that each new customer feels confident in their choice swiftly. This is not merely about onboarding; it's about accelerating their journey to value, contributing to a $2.2M Net Expansion ARR target. You'll develop an AI-human hybrid onboarding system that allows us to grow without excessive headcount.The Role OverviewAs the Customer Onboarding Manager, you will be pivotal in shaping the initial customer experience: onboarding, activation, and time-to-value. Collaborating closely with Sales and Customer Success leaders, your objective will be to transform new accounts into immediate, quantifiable successes. You will proactively identify potential obstacles, bridge any gaps, and ensure that every customer, whether it's their first or hundredth seat, is fully operational before they encounter any doubts.Your ResponsibilitiesAchieve 100% activation (connection, activity, and time-saved metrics) for every account within the first four weeks.Create and implement a scalable, AI-enhanced onboarding program from scratch, designed to expand our capabilities without increasing our workforce.Manage the transition from Sales to Customer Success, ensuring a frictionless customer experience from the outset.Oversee a dynamic portfolio of onboarding initiatives for accounts ranging from 10 to 100 seats, maintaining clarity, consistency, and care.Your Profile3–5 years of experience in customer onboarding, implementation, or success within a high-growth SaaS environment.Proficient in integrating AI into your workflow as a true multiplier, allowing you to focus on impactful work.Detail-oriented, anticipating issues before they arise and resolving them proactively.Act decisively and swiftly, understanding that each day without activation increases the risk of churn.Technology StackHubSpot · Gong · Incident.io — plus any AI tools you prefer to utilize.Why Join Fyxer?We value a focused and exceptional team, believing that a small group of talented individuals can achieve extraordinary results. Join us in our mission to change the landscape of email communication.

About EliseAIAt EliseAI, we are transforming the critical sectors of housing and healthcare. Recognizing that everyone deserves a safe place to live and access to quality healthcare, we strive to make these essential services more accessible and efficient. By seamlessly integrating AI agents into existing workflows, we enhance efficiency, lower costs, and elevate the overall user experience.Housing: We streamline the rental process by simplifying apartment tours, lease signing, maintenance requests, and ensuring constant communication with property teams—all in one convenient platform.Healthcare: We facilitate appointment scheduling, streamline intake forms, and enhance communication between patients and providers, allowing everyone to prioritize health over paperwork.With EliseAI, organizations can eliminate manual tasks, improve service accessibility, and deliver a cohesive experience across essential services. We recently secured a $250 million Series E round led by Andreessen Horowitz to further our mission.About The RoleIn this pivotal role, you will collaborate across departments to ensure customer revenue retention. You will engage in both strategic business discussions and technical conversations with stakeholders at all levels, including C-suite executives.Key ResponsibilitiesLead and mentor a high-performing team of Customer Success Managers (CSMs) through continuous coaching and training, helping each individual set and achieve their professional development objectives.Collaborate with HR and other leaders to recruit exceptional mid-market and enterprise CSMs, scaling the team as the company expands.Work alongside CSMs to identify customer challenges and goals, ensuring effective implementation of EliseAI solutions across their real estate portfolios.Take ownership of customer success, overseeing onboarding, product adoption, and retention strategies while collaborating with our Chief Revenue Officer to develop and execute account plans.Facilitate a weekly review of performance metrics to identify areas for improvement.Partner with product and engineering teams to drive the adoption of new features and products.

About SkillersZone LLC:SkillersZone LLC is at the forefront of affiliate marketing and recruitment software solutions, dedicated to empowering businesses with innovative tools. Our commitment to customer satisfaction guarantees a seamless and successful experience for every client we serve.Position Overview:We are seeking a meticulous and customer-oriented Customer Onboarding Specialist to become a vital part of our expanding team. In this role, you will be instrumental in guiding our clients through the initial stages of utilizing our products, ensuring they have a positive onboarding experience and are positioned for long-term success. This position is ideal for individuals with exceptional communication skills, a proactive problem-solving approach, and a genuine passion for providing outstanding customer service.

Join Noto as an Onboarding Manager!Noto is at the forefront of developing an AI-native operating system tailored for after-school businesses such as tutoring centers, music schools, and sports academies. Our goal is to empower the 150,000 after-school enterprises across the U.S. with a cohesive platform that eliminates outdated spreadsheets and tools.Recently, we secured a $3.8 million seed investment from Base10 Partners and South Park Commons, which positions us for rapid growth.Founded by seasoned tech entrepreneurs AJ Ding (CEO) and Steve Wang (CTO), our New York City-based company is assembling a small, talented team of dedicated builders who are passionate about quality, user experience, and making a positive impact.We invite you to join us in creating software that truly empowers small business owners in local communities!

Join Our Team at Reality DefenderAs a leader in the cybersecurity landscape, Reality Defender excels in helping enterprises and governments detect deepfakes and AI-generated media. Our award-winning platform employs a patented multi-model approach that stands resilient against the latest generative technologies producing video, audio, imagery, and text. With a robust API-first deepfake detection system, we empower developers and teams to combat fraud and misinformation in real time.Supported by prestigious investors such as DCVC, Illuminate Financial, Y Combinator, Booz Allen Hamilton, IBM, Accenture, Rackhouse, and Argon VC, we collaborate with top-tier enterprises, financial institutions, and government bodies to prevent the misuse of AI-generated content.Watch our Youtube: Reality Defender Wins RSA Most Innovative Startup to learn more about our innovative solutions.The Role of Director of Customer SuccessAs the Director of Customer Success, you will spearhead the strategy and execution of our customer success initiatives. Your primary focus will be on ensuring that clients across various sectors can effectively deploy and utilize our deepfake detection platform, achieving measurable outcomes and value.This position demands exceptional leadership skills, operational expertise, and a comprehensive understanding of complex enterprise and public-sector environments. You will cultivate and expand a high-performing team dedicated to enhancing customer outcomes, retention, and partnership longevity. Key responsibilities include:Define and implement a cohesive Customer Success strategy that aligns with our growth and retention objectives.Recruit, lead, and mentor a team of Customer Success Managers and onboarding specialists.Establish scalable processes for customer onboarding, adoption, health monitoring, renewals, and expansion.Drive growth within existing accounts by upselling and cross-selling our capabilities and enhancing customer utilization.Set and monitor KPIs, including retention rates, net revenue retention (NRR), adoption metrics, and customer satisfaction (CSAT/NPS).Collaborate closely with Sales, Solutions Engineering, Product, and Support teams to facilitate seamless customer lifecycle management.Ensure compliance with security and operational standards for regulated customers.Create and manage low-touch/tech-touch programs to enhance customer experiences effectively.

About the RoleWe are seeking an enthusiastic Implementation Manager to lead our customers through the onboarding process and help them achieve initial value swiftly. As the primary customer liaison, you will manage onboarding for a diverse range of clients from small to medium businesses (SMB) to enterprises. You will collaborate closely with our Customer Success, Operations, and Product teams to craft tailored onboarding plans, remove obstacles, and keep each implementation on track. This position is perfect for individuals with a background in consulting, services, or operations who are comfortable engaging in technical discussions, excel in customer-facing roles, and thrive in a dynamic software startup setting.Key ResponsibilitiesManage Customer Onboarding: Oversee the entire onboarding process from kickoff to go-live, ensuring a rapid time-to-first-value.Act as the Customer Advocate: Build strong relationships with stakeholders, conduct status calls, set clear expectations, and communicate effectively about trade-offs.Resolve Blockers: Proactively identify and troubleshoot issues to ensure a smooth onboarding experience.Translate Customer Needs: Convert complex customer workflows into straightforward, actionable requirements for both technical and non-technical teams.Project Management: Effectively manage timelines, risks, dependencies, and stakeholder alignment across multiple accounts simultaneously.Technical and Operational Insight: Understand data flows, integrations, and workflows to diagnose and resolve issues efficiently.Drive Continuous Improvement: Enhance onboarding templates, checklists, and processes; identify patterns to inform product and process innovations.Collaborate with Internal Teams: Work closely with Customer Success, Product, Engineering, and Operations for seamless delivery and handoff post-launch.

As the Director of Partner Success at Anthropic, you will be instrumental in shaping and enhancing our partner relationships. Your primary focus will be to ensure that our partners achieve their desired outcomes while using our innovative AI solutions. You will lead a dedicated team, driving growth, engagement, and long-term success through strategic insights and collaborative efforts.In this role, you will establish key performance indicators, analyze partner feedback, and implement best practices to optimize our partner programs. Your ability to build strong relationships and foster a culture of success will be crucial in delivering exceptional value to our partners.

Tabs is hiring a Customer Success Manager based in New York City. This position focuses on building strong relationships with clients and ensuring they get the most value from Tabs' solutions. Understanding client needs and guiding them to use services effectively are central to the role. Key responsibilities Develop and maintain relationships with clients to support their objectives Collaborate with teams across the company to deliver a consistent customer experience Promote product adoption and help clients benefit fully from Tabs' offerings Collect and analyze feedback from clients, providing actionable insights to improve products and services Location This role is based in New York City, NY.

Join Dealpath as a Customer Success Manager where you will spearhead the development of a dynamic team of Customer Success Managers, overseeing a portfolio of key customer relationships. Your primary goal will be to enhance customer retention, drive growth, and elevate customer satisfaction through the establishment of scalable processes and success metrics that will enable the Customer Success function to thrive. This role is ideal for a leader with a passion for customer-centricity, product orientation, and a commitment to coaching and mentoring others. You will focus on enhancing team performance and collaborating across departments to deliver exceptional value to our customers.

Join Starbridge as our Vice President of Customer Success, where you will spearhead our customer success initiatives during this exciting growth phase. You will oversee the entire customer journey, leading a dynamic Customer Success team and establishing scalable systems that ensure predictable and measurable adoption of our solutions.Your mission is to elevate Starbridge to a leading position in implementation speed, value realization, and ongoing customer engagement. You will ensure customers swiftly observe measurable outcomes, continuously uncover new value as our platform advances, and receive unwavering support in every growth phase and new use case.Key Responsibilities & ImpactLead the customer lifecycle to guarantee each customer realizes measurable success with Starbridge.Build and nurture the Customer Success organization, guiding and mentoring a high-achieving team of technical Customer Success Managers who deliver premium engagement and technical support.Establish scalable processes for onboarding, training, proactive adoption, and support, ensuring Starbridge’s personalized approach remains intact while accommodating growth.Create frameworks for exemplary implementation, ensuring customers achieve rapid and consistent time-to-value.Develop a scalable support function that guarantees timely, high-quality assistance as we expand.Facilitate ongoing value realization, assisting customers in continually identifying and adopting features that meet their evolving goals.Utilize customer health and success metrics to forecast adoption, identify risks early, and ensure outcomes are measurable and repeatable.Collaborate cross-functionally with Product and Sales to maintain tight feedback loops and ensure customer insights inform roadmap and go-to-market strategies.Act as the executive sponsor for key enterprise relationships, combining technical expertise and business insight in strategic discussions.Implement systems and tools to manage customer data, monitor engagement, and automate essential workflows.Foster a customer community to promote network effects and advocacy within our customer base.

Streamlining Complexity for Enhanced Dental CareAt Videa, we harness the power of artificial intelligence to empower dental professionals in delivering superior care to millions of patients.Oral health is a crucial component of overall wellness, and dentists play a vital role in safeguarding community health. Our technology is designed to enhance care delivery, elevate clinical expertise, and promote proactive oral healthcare as standard practice.With thousands of clinicians relying on Videa daily, your contributions here will have a tangible impact on patient outcomes. If you're driven to create something meaningful, we encourage you to explore further.The OpportunityWe are seeking a dynamic Vice President of Customer Success to join our leadership team at VideaHealth. This role will oversee customer success and account management, focusing on shaping the customer journey, facilitating the adoption of our product suite, and ensuring high levels of customer satisfaction. Collaborating closely with the CEO and CRO, you will lead a dedicated team, striving to ensure successful implementation, adoption, retention, and management of customer accounts.This is not merely a maintenance role; it is a position for a builder. You will collaborate with engineers, clinicians, operators, and AI scientists to tackle real-world challenges faced by dental teams. Your work will help develop a platform that revolutionizes the fragmented tools currently in use.Key Responsibilities:Lead the entire Customer Success lifecycle, encompassing implementation, onboarding, change management, adoption, upselling, renewals, and overall satisfaction for both enterprise and SMB clients.Ensure successful engagement across centralized customer organizations and distributed end-users, fostering strong product adoption and value realization at all levels.Build and nurture a high-performing Customer Success and Account Management team dedicated to delivering exceptional customer experiences and maximizing user satisfaction.Conduct QBRs and other executive engagement strategies to align customer goals and ensure their long-term success across our product offerings.Work closely with the executive team to provide meaningful product feedback, influence product development, and contribute to broader leadership initiatives.Establish and maintain strong relationships with key customers to understand their needs and drive initiatives that enhance their satisfaction.

About UsAt Verve, we have revolutionized the advertising landscape by creating a more efficient and privacy-centric approach to purchasing and monetizing ads. Our innovative ecosystem integrates demand and supply technologies, leveraging data, media, and technology to drive growth and outcomes for advertisers and publishers alike—regardless of the screen or location. With 30 offices worldwide and a commitment to serving visionary advertising clients, Verve is a trusted partner for over 90 of the top 100 U.S. advertisers, 4,000 global publishers, and leading demand-side platforms. Discover more about us at www.verve.com.Your RoleWe are seeking a client-oriented, data-driven professional with extensive knowledge of the programmatic advertising ecosystem. If you excel at transforming complex challenges into practical solutions and are passionate about delivering exceptional client experiences, you will thrive in this role. Familiarity with Demand-Side Platforms (DSPs), mobile programmatic advertising, and campaign analytics is crucial. A proactive and collaborative approach to client relationships and teamwork is essential.

About the RoleWe are seeking an experienced Manager of Customer Success to lead and expand a team of Customer Success Managers tasked with enhancing long-term customer retention and product adoption within Playground's expanding client base. This pivotal leadership position requires you to oversee the strategic direction, implementation, and daily operations of the Customer Success Management (CSM) team, ensuring that each center within Playground feels valued, realizes tangible benefits, and continues to evolve with us.In this role, you will harmonize strategic initiatives with execution: enhancing scalable processes, cultivating your team's growth, and collaborating cross-departmentally to strengthen customer relationships and mitigate churn. You will significantly influence the customer experience for thousands of centers partnering with Playground, converting satisfied clients into enthusiastic advocates.This position is based in-person at our Union Square office in New York City or our LoDo office in Denver, where you will closely collaborate with Product, Engineering, Sales, and Onboarding teams to provide an exceptional post-launch customer experience as we expand nationwide.Key ResponsibilitiesLead & Cultivate a High-Performing Team: Manage, mentor, and develop a team of Customer Success Managers, nurturing a culture of accountability, inquiry, and customer dedication.Drive Retention & Growth: Enhance net revenue retention and logo retention across the portfolio by coaching CSMs on renewal strategies and commercial dialogues.Strategize & Execute: Collaborate with leadership to define and implement the customer success vision and roadmap, aligning with company objectives surrounding retention, adoption, and customer lifetime value.Enhance the Customer Journey: Develop and optimize post-onboarding workflows, health scoring systems, and engagement rhythms to elevate consistency and proactive outreach as Playground grows.Coach & Empower: Provide ongoing feedback, training, and performance assessments to ensure every CSM delivers a remarkable, consultative customer experience.Evaluate Success: Monitor essential customer success KPIs—net revenue retention, NPS, health scores, feature adoption, time-to-value—and leverage data to inform decisions and enhancements.Advocate for the Customer: Represent the voice of the customer in leadership discussions, championing their needs and ensuring Playground’s post-launch experience aligns with our mission and values.Qualifications3 to 5+ years of experience in Customer Success or related fields.Proven leadership experience managing a team.Exceptional communication and interpersonal skills.Strong analytical skills with a data-driven approach.Experience with CRM tools and customer success platforms.

Join Playground as an Onboarding ManagerAt Playground, we are on a mission to make high-quality childcare accessible to everyone. Our innovative software solutions empower childcare providers to focus on delivering exceptional care, while we handle the administrative tasks. We are developing a comprehensive childcare management platform that streamlines the operations of childcare centers.As we stand at a crucial juncture of growth, having recently secured millions in funding and partnerships with numerous schools nationwide, we invite passionate individuals to join our team. Our founders have been recognized in Forbes 30 Under 30 for their impactful work in the industry.We value ownership and initiative, seeking team members who are eager to tackle complex challenges within a dynamic startup environment. If you are enthusiastic about creating meaningful solutions and improving operations, we would love to connect with you!The RoleAs the Onboarding Manager, you will serve as the primary contact for new clients, guiding them to ensure a successful and sustainable integration with Playground's platform. Your role will include crafting a seamless onboarding process that enhances user adoption, engagement, and retention. If you excel in customer relations, enjoy simplifying intricate systems, and are skilled at developing scalable processes, this position is ideal for you.This is an in-person role based in our Denver or NYC office, collaborating with product managers, engineers, and customer experience teams to elevate the onboarding journey.Key Responsibilities:Customer Onboarding Leadership: Act as the main liaison for new clients, overseeing the onboarding process from kickoff to go-live.Training & Education: Conduct customized live and virtual training sessions tailored to each customer's needs, ensuring they are confident in utilizing our platform.Resource Development: Create comprehensive documentation, playbooks, and self-service materials to empower clients and streamline onboarding.Systematization: Collaborate to design and refine onboarding processes for scalability and efficiency as our customer base expands.

Join superdial as a Senior Customer Success Manager, where you will be the key player for your assigned accounts, driving communication, nurturing relationships, and ensuring that every customer maximizes the value of our innovative platform. You will oversee customer interactions from start to finish, balancing proactive outreach with responsive support, while significantly contributing to the scalability of our Customer Success function.This role is an exciting mix of relationship management, analytical problem-solving, and process optimization. You will excel in this position if you possess a consultative mindset, can bring clarity to ambiguous situations, bridge the gap between technical and non-technical discussions, and transform complex challenges into straightforward, actionable strategies.About the Role:Own customer relationships: Conduct meetings autonomously, establish clear next steps, and build trust at all organizational levels of the client.Drive renewals and expansion: Identify churn risks, pursue upsell opportunities, and actively enhance net revenue retention (NRR).Act as the quarterback for your accounts: Collaborate with Product, Engineering, and Operations to ensure seamless execution and swift issue resolution.Bridge business and technical conversations: Grasp customer objectives, technical contexts, and constraints, translating effectively between stakeholders.Bring structure to unstructured environments: Develop repeatable processes and documentation to enhance predictability and scalability in customer management.Leverage data and insights: Employ a quantitative, analytical approach to uncover trends, risks, and opportunities within your portfolio.Collaborate cross-functionally: Work alongside internal teams to gather customer feedback, advocate for product enhancements, and improve overall experiences.Travel occasionally: Engage with customers or participate in industry events as required.What Success Looks LikeClients regard you as a trusted advisor who delivers results.Renewals and upsells contribute to flourishing account growth.You consistently maintain insight into customer health and engagement.The Customer Success team operates more effectively due to the structure and clarity you provide.