Job Description
Job DescriptionSalary:
Job Description:Senior Manager, Customer Success
Location:Portland, OR
Schedule:In-office, 5 days per week
Team:Customer Success
Reports to:Chief Revenue Officer (CRO)
About the Role
We are hiring aSenior Manager of Customer Successto build and lead the CS function atPayRange. This is a hands-on leadership role responsible for stabilizing our onboarding experience, driving activation and adoption, andestablishingrepeatable processes that will scale as the team grows.
You will begin as an individual leader-doerwhile building the foundation for a future team. As the program matures, you will hire, coach, and develop a high-performing CS organization.
This is an in-office role based in Portland, as close collaboration with Sales, Support, and Operations is critical to success.
What You Will Own
- Onboarding and Activation
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- Owning the full onboarding experience for both hardware and subscription customers
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- Guiding operators through decoder and harness questions (non-technical guidance)
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- Sending install resources and walkthroughs
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- Coordinating installation scheduling for subscription customers
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- Ensuring installation and activation completion
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- Monitoring activation milestones including Day 7 and Day 30
- Training and Adoption
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- Training operators on Manage, Turns, offers, and best practices
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- Driving product adoption and ongoing engagement
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- Running structured QBRs
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- Helping operators interpret usage data and performance trends
- Retention and Expansion
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- Owning retention, adoption, and expansion after the first365 days
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- Identifyingupsell potential and informing Sales for within-year expansions
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- Guiding operators into high-touch or low-touch segments
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- Bringing operator insights to Product and Ops
- Cross-Functional Partnership
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- Working closely with Sales for a clean and complete handoff
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- Partnering with Support on technical escalations
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- Collaborating with Ops and Install Teams for subscriptionlogistics
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- Acting as the connective tissue across GTM and Support functions
- Process Ownership
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- Defining all CS workflows, lifecycle touchpoints, and documentation
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- Building CS health metrics, dashboards, and tracking
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- Creating onboarding frameworks, QBR templates, and adoption playbooks
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- Establishing a scalable structure for future CS hires
What You Will Not Own
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- Deep technical troubleshooting
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- Diagnosing or replacing malfunctioning hardware
Who You Are
Minimum Qualifications
- 5 to 7+ years in Customer Success or Onboarding roles
- 2+ years as a frontline CS manager or team lead
- Experience with SaaS, hardware-enabled SaaS, IoT, fintech, or technical environments
- Strong customer-facing communication and relationship skills
- Demonstrated ability to drive activation, adoption, retention, and expansion
- Process-oriented operator who can build structure while executing day to day
- Effective cross-functional collaborator with Sales, Ops, Support, and Product
- Comfortable working in-office daily to stay aligned with fast-moving teams
Preferred Qualifications
- Experience standing up a CS function from the ground up
- Familiarity with onboarding flows that include installations
- Ability to map and refine complex customer journeys
- Experience hiring and developing CS team members
- Operational competency with CRM and ticketing systems
What Success Looks Likewithin the first 90 to180 days:
- Stabilized onboarding and activation workflows
- Clear operating boundaries between Sales, CS, and Support
- Documented, repeatable CS processes
- Consistent Day 7 and Day 30 customer milestone oversight
- Better operator visibility into usage, adoption, and opportunities
- Strong alignment across GTM, Operations, and Support
- Defined plan for scaling the CS team