Senior Customer Success Lead — AI-Driven Growth (Remote)

SamCart Inc.; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Unlimited PTO with minimum 14 days

Health insurance premiums covered for

401k and company match

Parental leave

Monthly lunch credit

Quarterly in-person SamCamp

Small, fast-moving team with visible,高

Job summary

SamCart Inc. is seeking a seasoned leader to head Customer Success. You’ll guide a high-value CS team, own retention strategies, and shape the playbook for our AI product SAM.

You’ll work closely with Product, Engineering, and leadership while staying hands-on with customers and processes. The role reports to the VP of Operations and emphasizes scalable CS programs, data-driven decisions, and strong relationships with key accounts.

Qualifications

• 5+ years in customer success or account management, at a SaaS or subscription company, with 2+ years managing people.
• Proven track record on retention and growing revenue in existing accounts.
• Hands-on with the product and services, able to troubleshoot and help beta test.
• Builder mindset: stood up CS programs or motions from scratch for new products.
• Analytical and persuasive: translate data into actionable insights for leadership.
• AI-native: uses AI tools in day-to-day work and demonstrates impact.

Responsibilities

• Lead the CS team and set strategy for Support alongside a Support Manager.
• Own customer health, retention, onboarding, and adoption playbooks for high-value accounts and AI product lines.
• Coordinate with Product, Engineering, and leadership to shape what we build based on customer feedback.
• Act as senior escalation point on high-impact issues and optimize support operations.
• Scale and grow the team, leveraging AI and automation to improve CS metrics (CSAT, GMV, retention).

Skills

Customer success

People leadership

Retention strategy

Product fluency

Analytics

AI tools

Tools

Freshdesk

Metabase

Job description

SamCart Inc. is seeking a seasoned leader to head Customer Success. You’ll guide a high-value CS team, own retention strategies, and shape the playbook for our AI product SAM.

You’ll work closely with Product, Engineering, and leadership while staying hands-on with customers and processes. The role reports to the VP of Operations and emphasizes scalable CS programs, data-driven decisions, and strong relationships with key accounts.