Vice President, Product - SaaS Platform
HighlightTA
Senior Client Success Manager
PhillyTech (SaaS Talent)
full-time
Posted on:
Origin: • 🇺🇸 United States • Pennsylvania
Visit company websiteSalary
💰 $120,000 - $140,000 per year
Job Level
Senior
About the role
- Senior Client Success Manager — transform existing CS foundation into repeatable engine for retention and expansion. Own onboarding and renewals; proactively build processes and implement systems that prevent churn and unlock new revenue. Design, implement, and iterate scalable CS processes (onboarding playbooks, adoption programs, renewal playbooks). Reimagine onboarding to shorten time-to-value and own the renewal strategy to reduce churn by at least 30% in your first year. Partner with Sales and Finance to build price/renewal strategies and identify expansion opportunities. Create customer journeys, health scores, adoption KPIs, and dashboards aligned to company OKRs. Run strategic business reviews; capture and translate customer feedback into product and GTM priorities. Hire, train, and mentor first CS hires; create onboarding & enablement materials. Deliver presentation-ready updates to CEO and leadership; track and report results against success metrics.
Requirements
- Must-haves 5+ years in Customer Success, Account Management, or similar roles in a B2B SaaS environment. Proven track record of building or materially improving CS processes (onboarding, adoption, renewals). Demonstrated results reducing churn and increasing adoption (data-driven approach). Strong experience with CRMs and CS tooling. Able to learn tools and implement changes proactively without waiting for leadership to train you. Excellent communicator — able to present confidently to customers and to executives. Ownership mindset — you see problems and implement solutions quickly. Hands-on , execution-oriented — this is a doer role that requires building and implementing, not just strategy.
