Senior Manager, Customer Success

SamCart builds and scales online businesses through an AI-first platform for creators. The Senior Manager, Customer Success will lead Customer Success and support strategy, improve retention and account growth, develop customer playbooks for SamCart and its AI product SAM, and act as the voice of the customer across internal teams.

Responsibilities:

• Build the feedback loop. Pull what customers are saying across CS calls, support tickets, cancellations, and surveys into clear themes, and bring them to Product, Engineering, and leadership often enough that they shape what we build
• Keep SamCart customers growing. Lead the CSM team on our highest-value accounts, catch churn risk early, and build repeatable save, onboarding, and adoption playbooks that protect and grow GMV
• Write the customer playbook for SAM. Learn what keeps early SAM customers around and what makes them leave, then define what health, onboarding, and support look like for a brand new AI product. Expect it to change as fast as the product does
• Partner with our Support Manager to set support strategy and optimize operations and business processes. Step in as a senior escalation point on high-impact issues if needed
• Scale and grow the team, leveraging AI as needed. Coach the CSMs and Support Manager, define the metrics that matter for CS and Support (CSAT, GMV, retention, ETC.), and find ways for AI and automation to help the team do more

Requirements:

• 5+ years in customer success or account management at a SaaS or subscription company, with 2+ years managing people
• A track record on retention. You've reduced churn and grown revenue in existing accounts, and you can walk us through how
• Hands-on with the product. You learn the product and its services well enough to step in for any CSM, troubleshoot a customer's issue yourself, and help beta test what we ship before it reaches customers
• A builder. You've stood up a CS program, playbook, or motion from scratch
• Analytical and persuasive. You pull insights from data, including what Support and CS are hearing, explain them simply, and move Product, Engineering, and leadership without formal authority
• AI-native. You use AI tools in your day-to-day work and can show us how they've changed the way you work
• ideally for a new product
• Experience with digital products, e-commerce, or online business owners, and with CS platforms, help desk tools like Freshdesk, or BI tools like Metabase