Senior Manager, Customer Success

Location: Portland, OR

Schedule: In-office, 5 days per week

Team: Customer Success

Reports to: Chief Revenue Officer (CRO)

About The Role: We are hiring a Senior Manager of Customer Success to build and lead the CS function at PayRange. This is a hands‑on leadership role responsible for stabilizing our onboarding experience, driving activation and adoption, and establishing repeatable processes that will scale as the team grows. You will begin as an individual leader‑doer while building the foundation for a future team. As the program matures, you will hire, coach, and develop a high‑performing CS organization. This is an in‑office role based in Portland, as close collaboration with Sales, Support, and Operations is critical to success. What You Will OwnOnboarding and Activation Owning the full onboarding experience for both hardware and subscription customers Guiding operators through decoder and harness questions (non‑technical guidance) Sending install resources and walkthroughs Coordinating installation scheduling for subscription customers Ensuring installation and activation completion Monitoring activation milestones including Day 7 and Day 30 Training and Adoption Training operators on Manage, Turns, offers, and best practices Driving product adoption and ongoing engagement Running structured QBRsHelping operators interpret usage data and performance trends Retention and Expansion Owning retention, adoption and expansion after the first 365 days Identifying upsell potential and informing Sales for within‑year expansions Guiding operators into high‑touch or low‑touch segments Bringing operator insights to Product and OpsCross‑Functional Partnership Working closely with Sales for a clean and complete handoff Partnering with Support on technical escalations Collaborating with Ops and Install Teams for subscription logistics Acting as the connective tissue across GTM and Support functions Process Ownership Defining all CS workflows, lifecycle touchpoints and documentation Building CS health metrics, dashboards and tracking Creating onboarding frameworks, QBR templates and adoption playbooks Establishing a scalable structure for future CS hires What You Will Not OwnDeep technical troubleshooting Diagnosing or replacing malfunctioning hardware Minimum Qualifications5 to 7+ years in Customer Success or Onboarding roles 2+ years as a frontline CS manager or team lead Experience with SaaS, hardware‑enabled SaaS, IoT, fintech or technical environments Strong customer‑facing communication and relationship skills Demonstrated ability to drive activation, adoption, retention and expansion Process‑oriented operator who can build structure while executing day to day Effective cross‑functional collaborator with Sales, Ops, Support and Product Comfortable working in‑office daily to stay aligned with fast‑moving teams