Remote Customer Success & Operations Manager

Wishpond Technologies; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive training

Referral programs

Global team

Growth opportunities

HQ Vancouver

Job summary

SalesCloser.ai is seeking a remote Customer Support Manager to lead a small team of Customer Success Managers and drive operational discipline across onboarding, reviews, and renewals.

You will own metrics like adoption, health, churn prevention, and Net Retention Rate, while partnering with Sales and Product to close feedback loops and forecast expansion. A customer‑first, high‑accountability culture is expected.

Qualifications

• 5+ years of leadership in customer success or post-sales within a fast-paced SaaS environment.
• Proven track record of building structure, streamlining processes, and elevating team performance.
• Strong organizational and analytical skills with proactive communication.

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.
• Other duties as assigned.

Skills

Leadership experience

CS tooling

CRM hygiene

Retention forecasting

Proactive communication

English fluency

Tools

CRM software

Job description

SalesCloser.ai is seeking a remote Customer Support Manager to lead a small team of Customer Success Managers and drive operational discipline across onboarding, reviews, and renewals.

You will own metrics like adoption, health, churn prevention, and Net Retention Rate, while partnering with Sales and Product to close feedback loops and forecast expansion. A customer‑first, high‑accountability culture is expected.