Customer Success Manager
Abacum
VP, Customer and Product Success
Hypersonix Inc.
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Define and execute a long-term vision for Customer & Product Success aligned with company strategy
- Develop and implement strategies to drive product adoption, maximize customer retention, and enhance satisfaction
- Lead a high-performing global team across the U.S. and India, setting goals and fostering accountability
- Oversee the entire customer journey from onboarding and implementation to renewal and advocacy
- Own revenue retention and expansion metrics, collaborating with Sales and Revenue teams on account planning
- Deliver actionable voice-of-customer insights to Product and Engineering to influence roadmap priorities
- Drive programs to convert satisfied customers into advocates and referenceable partners
- Build executive-level relationships with strategic customers and act as a trusted advisor
- Resolve escalations quickly by coordinating internal teams and maintaining alignment with business priorities
- Develop reporting frameworks to communicate customer success performance and trends to executive leadership and board
Requirements
- 8–10 years of experience in Customer Success or Product Success in a B2B SaaS environment
- At least 4 years in a senior leadership role
- Proven success in leading international teams, with operational presence across both U.S. and India
- Deep knowledge of SaaS metrics (NRR, churn, expansion, CSAT, NPS) and lifecycle models for customer engagement
- Strong track record of managing executive customer relationships and driving business outcomes
- Demonstrated ability to align cross-functional teams around customer priorities and deliver measurable success
- Experience with tools such as Gainsight, Salesforce, or other customer success platforms
- Strong analytical and communication skills, with executive-level reporting capabilities
- Bachelor’s degree required; MBA or equivalent preferred
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer SuccessProduct SuccessB2B SaaSSaaS metricsNRRchurnexpansionCSATNPS
Soft skills
leadershipteam managementrelationship buildingcommunicationanalytical skillscross-functional alignmentgoal settingaccountabilityproblem resolution
Certifications
Bachelor’s degreeMBA
