Senior Customer Success Manager

About the role

Some of the things you’ll do:

• Build and own a portfolio of Quo customers and be responsible for retaining and growing them, ensuring they are successful with our product.
• Build trusted, strategic relationships with customers and confidently represent their voice across the company.
• Drive, and refine account plans (quarter over quarter) for each customer in your portfolio, aligning support and engagement to their desired business outcomes and needs.
• Influence how we evolve our Customer Success motions by sharing learnings, patterns, and recommendations that improve how we onboard, engage, and grow customers at scale.
• Build engagement automations using usage signals and customer attributes using Pocus and Unify.
• Collaborate closely with Customer Onboarding and Marketing to ensure customers discover retention-driving features, adopt the product meaningfully, and see ongoing value over time.
• Partner with Support and Customer Education to help shape product training content and deliver that content to customers at the right moments.
• Work closely with Revenue Operations to define customer segmentation and drive scaled, proactive success plays alongside your 1:1 work to automate outreaches and meet customers where want to be met.
• Use strong judgment in deciding where to invest 1:1 effort versus scaled engagement (webinars, in-app), using data, signals, and customer context.
• Monitor product usage and customer signal patterns (using Mode and Amplitude) to identify actionable adoption opportunities that drive long-term retention
• You have a strong product sense, understand deeply where customer get stuck and work closely with Product to recommend where to unblock users or increase discoverability.
• You’re accountable for Net Revenue Retention, and understand how activation, adoption, expansion, and churn all ladder into that outcome. You’re motivated by impact, ownership, and building something that scales.

About you

• 5+ years of experience in Customer Success or Customer Marketing, ideally at fast-growing SaaS startups where you balanced strategy with hands-on execution.
• You’re a natural cross-functional collaborator, comfortable building strong relationships and representing the voice of the customer across Product, Marketing, Sales, and Support.
• You're confident leading video calls, guiding decisions, and pushing customers to take action, not just explaining the product. You can tailor your approach and attitude to specific customers needs.
• You’re comfortable running experiments, measuring results, and iterating to continuously improve your approach.
• Strong project management and organizational skills; you’re a self-starter who thrives in ambiguity and untapped potential.
• You think naturally in automation and scale, with experience using marketing or customer success tools such as Customer.io, Braze, HubSpot, or Pocus.
• Strong copywriting skills, with the ability to tailor tone and messaging across email, in-app, and other customer-facing channels.
• You make data-informed decisions and care deeply about tracking activation and adoption, using tools like Heap, Amplitude, or Mode.

Compensation

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