Senior Manager, Customer Success

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 a Senior Manager of Customer Success to build and lead the CS function at PayRange. This 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.

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 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, QBR templates, and adoption playbooks
• Establishing a scalable structure for future CS hires

What You Will Not Own

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

Preferred Qualifications

• 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

What Success Looks Like within the first 90 to 180 days:

• 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