Senior Manager, Customer Success

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 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. 

What You Will Own

• Onboarding and Activation 

• • 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 and Adoption 

• • 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 

• Retention and Expansion 

• • 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 

• Cross-Functional Partnership 

• • 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 

• Process Ownership 

• • 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 

What You Will Not Own 

• • Deep technical troubleshooting 

• • 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 Like within the first 90 to 180 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