Senior Manager, Customer Success

Senior Manager, Customer Success

Location:

Portland, OR

Schedule:

In-office, 5 days per week

Team:
Customer Success

Reports to:

Chief Revenue Officer (CRO)

We are hiring a Senior Manager of Customer Success to build and lead the CS function s is a hands‑on leadership role responsible for stabilizing our onboarding experience, driving activation and adoption, and establishing repeatable processes that will scale as the team grows.

You will begin as an individual leader‑doer while 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.

• 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 first 365 days
  • Identifying upsell 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 subscription logistics
  • 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, Q  templates and adoption playbooks
  • Establishing a scalable structure for future CS hires

• Deep technical troubleshooting
• Diagnosing or replacing malfunctioning hardware

• 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
• Comfortable working in‑office daily to stay aligned with fast‑moving teams

• 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
• Operational competency with CRM and ticketing systems

• 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