Senior Customer Success Manager

Nicely Co.; Tulsa (OK); Presencial; USD 70.000 - 120.000; Jornada completa

Descripción de la vacante

Nicely Co. in Tulsa, OK is seeking a Senior Customer Success Manager to lead onboarding, adoption, outcomes, and retention signals while shaping scalable success processes in an early-stage environment.

You will translate company priorities into documented plans, own day-to-day efforts, collaborate across functions, and help build internal systems that scale as the company grows. This role offers meaningful ownership and impact as the Customer Success function evolves within a lean, fast-moving

Formación

• Experience with customer onboarding, adoption, outcomes, retention signals, and scalable processes.
• Strong written and verbal communication with cross-functional partners.
• Ability to organize ambiguous work and document decisions.
• Comfort building systems in an early-stage environment where priorities may evolve.

Responsabilidades

• Own day-to-day work across customer onboarding, adoption, outcomes, retention signals, proactive guidance, and scalable success processes.
• Translate the priorities of the Senior Customer Success Manager role into documented plans, decisions, and measurable outcomes.
• Build lightweight, repeatable processes that fit an early-stage company and can mature over time.
• Collaborate across functions to resolve dependencies and deliver complete outcomes.
• Identify risks early, recommend proportionate solutions, and escalate consequential decisions.
• Maintain accurate documentation and handle company, customer, and employee information responsibly.
• Use relevant evidence and feedback to improve quality, efficiency, and stakeholder experience.
• Communicate progress, constraints, priorities, and results clearly to affected teammates.

Conocimientos

Customer onboarding

Cross-functional collaboration

Communication

Process improvement

Ownership

Descripción del empleo

Senior Customer Success Manager

Help build Nicely Co.'s customer onboarding, adoption, outcomes, retention signals, proactive guidance, and scalable success processes as Senior Customer Success Manager, with meaningful ownership in an early-stage company.

Position overview

Nicely Co. is seeking a Senior Customer Success Manager to strengthen customer onboarding, adoption, outcomes, retention signals, proactive guidance, and scalable success processes. This role will turn company priorities into clear, dependable work while partnering directly with colleagues across functions.Nicely Co. is an early-stage company, so this position will help create the processes and internal systems behind the work, not merely inherit a mature playbook. The successful candidate will use sound judgment, communicate tradeoffs, and operate with appropriate autonomy.Responsibilities may evolve as the company grows. This is an opportunity to influence how the Customer Success function develops, establish useful standards, and leave behind systems that scale responsibly.

Responsibilities

• Own day-to-day work across customer onboarding, adoption, outcomes, retention signals, proactive guidance, and scalable success processes.
• Translate the priorities of the Senior Customer Success Manager role into documented plans, decisions, and measurable outcomes.
• Build lightweight, repeatable processes that fit an early-stage company and can mature over time.
• Collaborate across functions to resolve dependencies and deliver complete outcomes.
• Identify risks early, recommend proportionate solutions, and escalate consequential decisions.
• Maintain accurate documentation and handle company, customer, and employee information responsibly.
• Use relevant evidence and feedback to improve quality, efficiency, and stakeholder experience.
• Communicate progress, constraints, priorities, and results clearly to affected teammates.

Qualifications

• Demonstrated capability relevant to customer onboarding, adoption, outcomes, retention signals, proactive guidance, and scalable success processes.
• Judgment and ownership appropriate for the Senior Customer Success Manager scope.
• Strong written and verbal communication with both specialists and cross-functional partners.
• Ability to organize ambiguous work, make progress independently, and document decisions.
• Comfort building systems in an early-stage environment where priorities may evolve.
• Commitment to ethical conduct, confidentiality, security, accessibility, and inclusive collaboration.

Preferred qualifications

• Experience with modern methods and tools used in Customer Success.
• Experience in a startup, small business, or other resource-conscious environment.
• Evidence of improving a workflow, standard, product, service, or measurable outcome.
• Relevant education, certification, portfolio, or equivalent practical experience.
• Flexible work arrangements where applicable.
• Opportunity to help build an early-stage company.
• Direct impact on company growth and operating quality.
• Cross-functional collaboration and professional development opportunities.
• Significant ownership over assigned responsibilities.
• Opportunity for responsibilities to expand as the company grows.