Manager of Customer Success

Flo; Austin (TX); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Healthcare benefits (vision & dental)

Generous PTO & sick leave

Parental leave

401(k)

Hybrid work environment

Company-provided technology

Job summary

Flo Recruit, Inc. is seeking a Manager of Client Success in Austin to lead the Customer Success Support and Client Success Manager teams. You will own onboarding, training, and the playbooks that scale the function, while personally handling select onboarding and key client relationships.

You will define metrics, improve tools, and coordinate with Sales, Product, Marketing, and Finance to drive adoption, activation, and expansion opportunities across Flo's product lines.

Qualifications

• 5+ years in customer success, implementation, or support at a B2B SaaS company.
• 2+ years managing people.
• Experience leading both a support function and an onboarding or implementation function.
• A track record of building something that didn't exist before: a playbook, a metric, a process, or a team.
• Comfort running onboardings and training sessions yourself, and credibility with clients and your team because of it.

Responsibilities

• Lead and develop the Customer Success Support and Client Success Manager teams.
• Set clear expectations, run regular 1:1s, and give direct, useful feedback.
• Hire for the team as it grows, and design roles and career paths.
• Plan coverage around seasonal recruiting calendars.
• Own onboarding, training, and support playbooks, and improve them based on launches.
• Define and track metrics that matter: time to go-live, product adoption, support times, client satisfaction.
• Improve tooling usage (Intercom, HubSpot, Jira, FullStory) and build reporting.
• Standardize handoffs from Sales to Client Success and to Account Management.
• Own adoption and activation across Flo's product lines for new and existing clients.
• Spot adoption risk early and act before it affects relationships.
• Surface expansion opportunities with Account Management.
• Stay hands-on with onboardings and training, especially for complex launches.
• Bring client feedback to Product and Engineering; work with Marketing and Finance on data.

Skills

Customer success

Onboarding

Team management

Analytical skills

Tools

Intercom

HubSpot

Jira

FullStory

Job description

Close Date: January 29, 2027 at 11:59 PM UTC

Who We Are

Flo Recruit is a high-growth SaaS company building recruiting and talent solutions for the legal industry. Today, we support 275+ active customers, including more than 170 law firms, 80 law schools, and 20 legal consortiums and career fairs.

Our customers use Flo to manage critical recruiting and talent processes, including applicant tracking, interviews and recruiting events, candidate review, performance management, and work allocation. Our platform has grown from one product into several, and our biggest opportunity is helping clients succeed with each new product they adopt.

About the Role

We are looking for a Manager of Client Success to lead our Client Success function. You will manage two teams: Customer Success Support, which handles in-app chat and day-to-day client requests, and Client Success Managers, who own onboarding, training, and email support.

This is a player-coach role. You will lead and develop the team, and you will also run some onboardings and support some of our largest client relationships yourself. Part of the job is running what works today. The other part is building what doesn't exist yet: playbooks, metrics, and the systems that let the team scale.

You will own client adoption and activation across Flo's products. You will also be a key source of expansion opportunities: our Client Success team sees how clients actually use Flo, and you will make sure those insights reach Account Management. You will report directly to the CEO.

What You'll Do

Lead and develop the team

Manage, coach, and develop the Customer Success Support and Client Success Manager teams.

Set clear expectations, run regular 1:1s, and give direct, useful feedback.

Hire for the team as it grows, and design roles and career paths that keep strong people growing at Flo.

Plan coverage and staffing around our clients' seasonal recruiting calendars, so the team is ready before peak periods.

Build and run the Client Success operating system

Own the onboarding, training, and support playbooks, and improve them based on what we learn from each launch.

Working with the CEO, you'll define and track the metrics that matter: time to go-live, product adoption, support response and resolution times, and client satisfaction.

Improve how the team uses tools such as Intercom, HubSpot, Jira, and FullStory, and build the reporting that shows how clients are doing.

Standardize the handoff from Sales to Client Success, and from Client Success to Account Management.

Drive adoption and activation

Own adoption and activation across Flo's product lines, for new clients and for existing clients adding a product.

Make sure every client who buys a new product goes live on time and actually uses it.

Spot adoption risk early and act on it before it affects the client relationship.

Surface expansion opportunities

Build a repeatable way for the team to identify clients who are ready for additional Flo products.

Share those opportunities with Account Management, with the context they need to act: who the client is, what they use today, and why the next product fits.

Partner with Account Management on account plans for key clients.

Stay hands-on

Lead onboardings and training sessions yourself, especially for complex or strategic launches.

Step in on escalated client issues and see them through to resolution.

Stay close enough to the product and to our clients that you can teach the team from experience.

Work across the company

Bring client feedback and feature requests to Product and Engineering, organized by trend and impact.

Partner with Product on launch readiness for new features and products.

Work with Marketing on client education, and with Finance on the data needed to report on adoption.

This role does not own renewals or commercial negotiations. Account Management owns the commercial relationship, and you will be their closest partner.

What You'll Bring

5+ years in customer success, implementation, or support at a B2B SaaS company, including 2+ years managing people.

Experience leading both a support function and an onboarding or implementation function, or a clear plan for how you would lead both.

A track record of building something that didn't exist before: a playbook, a metric, a process, or a team.

Comfort running onboardings and training sessions yourself, and credibility with clients and your team because of it.

A commercial mindset: you see adoption as the path to growth, and you know how to spot and hand off an expansion opportunity without selling.

Strong analytical skills, and comfort defining metrics and building reports to track them.

Experience working closely with Sales, Account Management, and Product teams.

Clear, direct communication, in writing and in front of clients.

Steady judgment under pressure, especially during peak seasons.

Experience with legal recruiting, law firms, law schools, or HR technology is a plus. Experience with Intercom, HubSpot, Jira, or FullStory is helpful.

This is a hybrid role based in Austin, and candidates must live in or near the area.

Market-competitive compensation package

Healthcare benefits, including vision and dental

Generous PTO and sick leave

Parental leave

401(k)

Hybrid work environment

Company-provided technology and equipment