Customer Support Manager (Fully Remote)

Wishpond Technologies; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Wishpond Technologies is seeking a Senior Customer Success Leader to directly manage a small team of CSMs, establishing cadences and CRM hygiene. You will own adoption, customer health, churn prevention, and Net Retention, and collaborate with Sales and Product to align feedback and forecast expansion across a global, multi‑cultural workforce.

The role requires a track record of building structure, improving processes, and elevating team performance in a SaaS setting, with Pacific Time business

Qualifications

• 5+ years of leadership in Customer Success or Post-Sales within a SaaS environment.
• Proven ability to build structure, streamline processes, and elevate team performance.
• Hands-on experience with CS tooling, health-scoring models, and retention forecasting.
• Must provide own workstation, computer, headset, and reliable internet connection.
• May need to pass background checks and provide government-issued photo ID.
• Must work standard business hours based on Pacific Time.

Responsibilities

• Directly manage and performance-coach a small team of CSMs, establishing clear operating cadences and enforcing CRM hygiene.
• Build, implement, and enforce playbooks across onboarding, account reviews, and renewals to keep operations running smoothly.
• Own key metrics including adoption, customer health, churn prevention, and Net Retention Rate.
• Work closely with Sales and Product leadership to align feedback loops and forecast expansion.

Skills

Leadership

Process improvement

Retention forecasting

Team coaching

Customer Success tooling

Tools

CRM tooling

Health scoring

Forecasting

Job description

• Directly manage and performance-coach a small team of CSMs, establishing clear operating cadences and enforcing CRM hygiene.
• Build, implement, and enforce playbooks across onboarding, account reviews, and renewals to keep operations running smoothly.
• Own key metrics including adoption, customer health, churn prevention, and Net Retention Rate.
• Work closely with Sales and Product leadership to align feedback loops and forecast expansion.

Qualifications:

• 5+ years of leadership experience in Customer Success, Account Management, or Post-Sales within a SaaS environment.
• Proven track record of building structure, streamlining processes, and elevating team performance.
• Hands-on experience with CS tooling, health-scoring models, and retention forecasting.
• Must provide own workstation, computer, headset, and reliable internet connection.
• May need to pass background checks and provide government-issued photo ID.
• Must work standard business hours based on Pacific time.

About Us:

• SalesCloser is an advanced conversational AI platform that automates sales operations across multiple languages.
• The company offers a dynamic environment with a global, multi-cultural team and opportunities for growth.

Wishpond Technologies

SalesCloser is an advanced conversational AI platform that acts as a virtual sales agent, delivering personalized sales calls, demos, and follow-ups in real time across multiple languages. The company is a growing global workforce with a close-knit operation and corporate headquarters in Vancouver, Canada.