Strategic SaaS Customer Success Manager

Highway App, Inc.; Dallas (TX); On-site; USD 85,000 - 120,000; Full time

Job summary

Highway App, Inc. is seeking a Customer Success Manager to own the post-sale lifecycle and drive retention on our SaaS platform. You will conduct regular reviews, demonstrate capabilities to executives, and collaborate across teams to optimize the customer experience from onboarding through renewal.

You will coordinate with sales and product to identify opportunities, craft tailored solutions, and ensure long-term customer value. This role reports to the Customer Success Team Lead.

Qualifications

• Extensive SaaS customer success and account management experience.
• Experience coordinating with technical teams to optimize Highway's platform.
• Proficient with Salesforce, Intercom, and ChurnZero.
• Strong demos and solution customization for customers.
• Proven ability to interact with C-Level executives and senior leaders.
• Excellent negotiation and contract-outcome skills.
• Self-motivated, independent, and proactive problem solver.
• SaaS experience preferred; degree in CS/IT/BA preferred.

Responsibilities

• Manage post go-live customer relationships to ensure retention and satisfaction.
• Oversee end-to-end onboarding and ongoing engagement across Highway’s platform.
• Review configurations to optimize the customer experience.
• Develop and execute communications strategies to sustain high satisfaction.
• Conduct regular customer success reviews and coordinate internally to resolve issues.
• Demonstrate product capabilities to customers for long-term value.
• Provide ongoing support and resolve customer issues.
• Collaborate with internal teams to surface upsell and service opportunities.

Skills

SaaS CS

Account Management

Cross-functional

C-Level comms

Negotiation

Independent work

Communication

Education

Bachelor's degree in CS/IT/BA

Tools

Salesforce

Intercom

ChurnZero

Job description

Highway App, Inc. is seeking a Customer Success Manager to own the post-sale lifecycle and drive retention on our SaaS platform. You will conduct regular reviews, demonstrate capabilities to executives, and collaborate across teams to optimize the customer experience from onboarding through renewal.

You will coordinate with sales and product to identify opportunities, craft tailored solutions, and ensure long-term customer value. This role reports to the Customer Success Team Lead.