Senior Manager, Customer Success

Description
We believe our customers' success is our success. This role is where that gets real.

You'll be SamCart's voice of the customer across two very different product lines. On our core SamCart platform, the job is keeping customers growing: strong relationships with high-value accounts, slower churn, and problems solved before they turn into cancellations. On SAM, our new AI product, the job is writing the playbook. How are people actually using it? What keeps them around? What does a great customer relationship look like for an AI product? A lot of that is still being figured out, and you'll be the one figuring it out.

You'll lead 3 Customer Success Managers directly and set strategy for Support alongside a strong Support Manager who runs the day to day. You'll report to the VP of Operations and work closely with Product, Engineering, and leadership.

This is a hands-on leadership role. You'll lead a tight-knit team and stay close to customers yourself, not just through the people who talk to them every day.

What You'll Do
Build the feedback loop. Pull what customers are saying across CS calls, support tickets, cancellations, and surveys into clear themes, and bring them to Product, Engineering, and leadership often enough that they shape what we build.
Keep SamCart customers growing. Lead the CSM team on our highest-value accounts, catch churn risk early, and build repeatable save, onboarding, and adoption playbooks that protect and grow GMV.
Write the customer playbook for SAM. Learn what keeps early SAM customers around and what makes them leave, then define what health, onboarding, and support look like for a brand new AI product. Expect it to change as fast as the product does.
Partner with our Support Manager to set support strategy and optimize operations and business processes. Step in as a senior escalation point on high-impact issues if needed.
Scale and grow the team, leveraging AI as needed. Coach the CSMs and Support Manager, define the metrics that matter for CS and Support (CSAT, GMV, retention, ETC.), and find ways for AI and automation to help the team do more.

Who You Are
5+ years in customer success or account management at a SaaS or subscription company, with 2+ years managing people.
A track record on retention. You've reduced churn and grown revenue in existing accounts, and you can walk us through how.
Hands-on with the product. You learn the product and its services well enough to step in for any CSM, troubleshoot a customer's issue yourself, and help beta test what we ship before it reaches customers.
A builder. You've stood up a CS program, playbook, or motion from scratch, ideally for a new product.
Analytical and persuasive. You pull insights from data, including what Support and CS are hearing, explain them simply, and move Product, Engineering, and leadership without formal authority.
AI-native. You use AI tools in your day-to-day work and can show us how they've changed the way you work.

Bonus Preferences: Experience with digital products, e-commerce, or online business owners, and with CS platforms, help desk tools like Freshdesk, or BI tools like Metabase.

Where You'll Work
This role is fully remote. Eastern time is ideal, but we're flexible. Note that every quarter, the whole company gets together in person.

Why You'll Love It Here
The best AI tools out there, plus hands-on learning labs to build your skills
Unlimited PTO with an encouraged 14-day minimum
Health insurance premiums covered 100% for you +1
Supportive parental leave for all parents, 401k, and a monthly lunch credit
Quarterly in-person gatherings, including SamCamp, our multi-day all-company offsite
A small, fast-moving team where your work is visible and your impact is real