Senior Manager, Customer Success

Payrange•Portland, OR

6d•Onsite

About The Position

We are hiring a Senior Manager of Customer Success to build and lead the CS function at PayRange . This is a hands-on leadership role responsible for stabilizing our onboarding experience, driving activation and adoption, and establishing repeatable processes that will scale as the team grows. You will begin as an individual leader- doer while 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.

Requirements

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

Nice To Haves

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

Responsibilities

Owning the full onboarding experience for both hardware and subscription customers
Guiding operators through decoder and harness questions (non-technical guidance)
Sending install resources and walkthroughs
Coordinating installation scheduling for subscription customers
Ensuring installation and activation completion
Monitoring activation milestones including Day 7 and Day 30
Training operators on Manage, Turns, offers, and best practices
Driving product adoption and ongoing engagement
Running structured QBRs
Helping operators interpret usage data and performance trends
Owning retention, adoption, and expansion after the first 365 days
Identifying upsell potential and informing Sales for within-year expansions
Guiding operators into high-touch or low-touch segments
Bringing operator insights to Product and Ops
Working closely with Sales for a clean and complete handoff
Partnering with Support on technical escalations
Collaborating with Ops and Install Teams for subscription logistics
Acting as the connective tissue across GTM and Support functions
Defining all CS workflows, lifecycle touchpoints, and documentation
Building CS health metrics, dashboards, and tracking
Creating onboarding frameworks, QBR templates, and adoption playbooks
Establishing a scalable structure for future CS hires