Remote Customer Success Manager: Scale CS Ops & Outcomes

Logoslabs; San Francisco (CA); Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Comprehensive training

Performance reviews

Competitive compensation

Referral program

Global team

Job summary

SalesCloser.ai is seeking a remote Customer Support Manager to establish disciplined operations, coach a team of Customer Success Managers, and elevate customer outcomes across the CS organization.

You will build playbooks for onboarding, reviews, and renewals, own metrics such as adoption, health, churn risk and Net Retention Rate, and collaborate with Sales and Product to align feedback and forecasting. The role emphasizes proactive leadership and process optimization.

Qualifications

• 5+ years of leadership experience in Customer Success, Account Management, or Post‑Sales within a fast‑paced SaaS environment.
• Proven track record of building structure, streamlining processes, and elevating team performance.
• Firm, supportive leadership style with strong organizational and analytical chops.
• Hands‑on experience with CS tooling, health‑scoring models, CRM data hygiene, and retention forecasting.
• Experience building or optimizing CS playbooks and automation workflows
• Proactive communicator able to balance speed, quality, and scale.
• Strong organizational and administrative skills, with solid writing, phone, and general communication abilities.
• Technical, analytical, and results‑driven, with the ability to multitask in a fast‑paced environment.
• Organized, administratively strong, and have solid writing, phone, and general communication skills.
• Fluent in English (spoken and written). Knowledge of a second language is considered an asset.

Responsibilities

• Directly manage and performance‑coach a small team of CSMs. Establish clear operating cadences, enforce CRM hygiene, and keep the team focused on results.
• Build, implement, and enforce playbooks across onboarding, account reviews, and renewals to keep operations running like clockwork.
• Own key metrics including adoption, customer health, churn prevention, and Net Retention Rate (NRR). Ensure every at‑risk account has a solid game plan.
• Work closely with Sales and Product leadership to align feedback loops, forecast expansion, and keep everyone moving in the same direction.
• Foster a high‑accountability, customer‑first culture within the CS team.
• Continuously refine processes to support a growing customer base more efficiently.
• Take proactive action to reduce churn and improve customer outcomes through strategic engagement.
• Support renewal motions by reinforcing value and maintaining ongoing customer alignment.
• Track and analyze key KPIs, including adoption, engagement, churn risk, and retention, sharing insights to improve product, processes, and customer experience.

Skills

Leadership

CS management

Process improvement

CRM hygiene

KPI tracking

Tools

CRM software

CS tooling

Health scoring models

Job description

SalesCloser.ai is seeking a remote Customer Support Manager to establish disciplined operations, coach a team of Customer Success Managers, and elevate customer outcomes across the CS organization.

You will build playbooks for onboarding, reviews, and renewals, own metrics such as adoption, health, churn risk and Net Retention Rate, and collaborate with Sales and Product to align feedback and forecasting. The role emphasizes proactive leadership and process optimization.