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Posted 4 hours ago
Manager, Customer Success
EverwayManager, Customer Success
Requirements
5+ years SaaS Customer Success experience, Team leadership experience, Customer lifecycle process development, Data-driven decision making, Strong communication skills
Skills
SaaScustomer successAccount Management
About the role
About the Company
Everway is a global community of over 800 employees dedicated to creating technology that helps everyone understand and be understood. They are building a more neuroinclusive world by addressing the unique needs of each individual.
Responsibilities
- Lead Customer Success projects and initiatives to ensure effective delivery of objectives and timelines
- Manage onboarding, training, coaching, and professional development for the Customer Success team
- Define, implement, and improve customer lifecycle processes and engagement touchpoints
- Standardize customer communications, templates, and success planning approaches
- Act as an escalation point for complex customer situations
- Manage key customer relationships to support product adoption and value realization
- Monitor and improve performance metrics including retention, adoption, and customer satisfaction
- Collaborate with Sales, Support, and Product teams to align customer-facing activities
- Use customer feedback and operational data to identify process improvement opportunities
Requirements
- 5+ years of experience in Customer Success, account management, or related SaaS roles
- Experience leading teams and coordinating with cross-functional stakeholders
- Experience developing customer lifecycle processes or success operations
- Strong analytical capability using data and performance metrics
- Strong organizational skills and attention to detail
- Excellent communication skills across various channels
- Experience using data, reporting tools, automation, or AI-enabled solutions
Preferred Qualifications
- Experience managing customer success programs within a growing SaaS organization
- Experience managing strategic or enterprise customer relationships
- Experience developing success plans or customer segmentation models
- Familiarity with Customer Success platforms, CRM systems, and health monitoring tools
- Experience within EdTech or supporting educational institutions
- Degree or equivalent experience in a related field
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Everway · United States
