What are the responsibilities and job description for the Senior Customer Success Manager position at OneNotary?
About Us
We are a fast-growing SaaS company entering our next phase of scale. Over the past several years, we’ve built a strong customer base and product foundation. Now, we’re focused on accelerating customer activation, adoption, and long-term value realization.
Customer Success is central to our growth strategy, and we’re looking for a high-impact individual to help us scale how we engage, onboard, and grow our customers.
This is not a traditional CSM role.
We’re looking for someone who can both execute and build—a hands-on operator who can manage customers while also creating the playbooks, processes, and programs that will scale Customer Success.
You’ll work directly with the VP of Customer Success and play a critical role in shaping how we drive activation and adoption across our customer base.
ResponsibilitiesCustomer Activation & Onboarding
- Own onboarding for new customers, ensuring fast and effective time-to-value
- Lead kickoff calls, implementation guidance, and early-stage success planning
- Identify friction points and continuously improve activation outcomes
Adoption & Value Realization
- Drive ongoing product adoption through proactive engagement
- Monitor customer usage and health signals to identify risks and opportunities
- Deliver business reviews and strategic guidance to key stakeholders
Customer Relationship Management
- Serve as the primary point of contact for a portfolio of customers
- Build trusted advisor relationships across customer organizations
- Support retention and identify opportunities for expansion
Build & Scale Customer Success
- Develop and refine onboarding and adoption playbooks
- Create templates, success plans, and scalable engagement models
- Partner with Product and Engineering to translate customer feedback into improvements
Cross-Functional Collaboration
- Work closely with Sales, Product, and Support to ensure a seamless customer journey
- Align customer goals with internal teams to drive measurable outcomes
What We’re Looking ForMust-Haves
- 5–10 years in Customer Success, Account Management, or similar roles
- Experience in SaaS or high-growth startup environments
- Proven ability to drive customer activation, adoption, and retention
- Strong communication skills and executive presence
- Comfortable operating in ambiguity and building from scratch
What Makes You Stand Out
- You’ve built or significantly improved CS processes (not just followed them)
- You combine customer empathy operational thinking data-driven decision making
- You’re equally comfortable running a customer call and designing a playbook
- You thrive in fast-paced environments where priorities evolve quickly
Bonus
- Experience with analytics and drawing insights from data
- Background in onboarding, implementation, or product-led growth
- Experience in early-stage or scaling startups
Why This Role Matters
This is a foundational hire for our Customer Success organization.
You’ll help define how we:
- Activate new customers
- Drive meaningful product adoption
- Build scalable systems that support long-term growth
Your work will directly impact retention, expansion, and the overall customer experience.
What You Can Expect
- High visibility and direct collaboration with leadership
- Opportunity to shape and scale a critical function
- A fast-paced, ownership-driven environment
- Meaningful impact on company growth and customer outcomes
Daily Skills
- Great with talking and building relationship with customers
- Working with ambiguity
- “Insight to Action” Thinking
Work Setting
- Remote if outside the Bay Area
- Hybrid if within the Bay Area