[Hiring] Senior Manager, Customer Success @SamCart

Role Description

You'll be SamCart's voice of the customer across two very different product lines.

• On our core SamCart platform, the job is keeping customers growing: strong relationships with high-value accounts, slower churn, and problems solved before they turn into cancellations.
• On SAM, our new AI product, the job is writing the playbook: understanding how people are using it, what keeps them around, and defining what a great customer relationship looks like for an AI product.

This is a hands-on leadership role. You'll lead a tight-knit team and stay close to customers yourself, not just through the people who talk to them every day.

What You'll Do

• Build the feedback loop by pulling customer insights from CS calls, support tickets, cancellations, and surveys into clear themes.
• Keep SamCart customers growing by leading the CSM team on our highest-value accounts, catching churn risk early, and building repeatable save, onboarding, and adoption playbooks.
• Write the customer playbook for SAM by learning what keeps early SAM customers around and defining health, onboarding, and support for the AI product.
• Partner with our Support Manager to set support strategy and optimize operations, stepping in as a senior escalation point on high-impact issues if needed.
• Scale and grow the team, leveraging AI as needed, coaching the CSMs and Support Manager, and defining key metrics for CS and Support.

Qualifications

• 5+ years in customer success or account management at a SaaS or subscription company, with 2+ years managing people.
• A track record on retention, having reduced churn and grown revenue in existing accounts.
• Hands-on with the product, able to troubleshoot customer issues and help beta test new features.
• A builder, with experience standing up a CS program, playbook, or motion from scratch.
• Analytical and persuasive, able to pull insights from data and communicate them effectively.
• AI-native, using AI tools in day-to-day work.

Requirements

• Experience with digital products, e-commerce, or online business owners.
• Familiarity with CS platforms, help desk tools like Freshdesk, or BI tools like Metabase.

Benefits

• The best AI tools available, plus hands-on learning labs to build your skills.
• Unlimited PTO with an encouraged 14-day minimum.
• Health insurance premiums covered 100% for you +1.
• Supportive parental leave for all parents, 401k, and a monthly lunch credit.
• Quarterly in-person gatherings, including SamCamp, our multi-day all-company offsite.
• A small, fast-moving team where your work is visible and your impact is real.

Company Description

Our core values:

• Play to Win.
• Take Risks, Embrace Failure.
• Complexity is the Enemy.
• Ahead of the Curve, Always.
• The Customer is Everything.
• Work with Purpose, Live with Balance.