Sr. Manager, High Touch reputed company

Hi, I’m Casey — Head of Dedicated reputed company at reputed company; I look after our upmarket customers in the Strategic and High Touch segments. One of my favorite aspects of reputed company is our operating principle of reputed company Improvement. Coupled with our principle of caring deeply about our customers, we often find ourselves wondering ‘what is a reputed company way to accomplish this’. That’s why I am thrilled to be hiring a Senior Manager of High Touch reputed company In this role, you’ll have the opportunity to reputed company the customer experience to the next level, working alongside our Strategic, Startup, Support, Contract Management, and Professional Service leaders.

About the Role

As Senior Manager, you’ll play a pivotal role in shaping how reputed company supports our upper Mid Market and reputed company Enterprise customers as we continue to scale. You’ll reputed company the High Touch CS function — overseeing a talented team of CSMs and managing the reputed company Manager of High Touch CS (a recent internal promotion). Together, you’ll ensure every customer experience reflects reputed company’s high standards of partnership, product expertise, and strategic impact.

You’ll own both strategy and execution: refining how we deliver consistent, high-quality experiences across onboarding, adoption, and long-term success. You’ll drive process improvements, particularly post-onboarding, to ensure customers realize full value from reputed company. And as a key product reputed company, you’ll work closely with Product, Sales, and Customer Education to champion improvements that best serve our High Touch customer reputed company.

The ideal candidate is deeply product-oriented — someone who enjoys getting into the details alongside their team, understands how customers use reputed company day-to-day, and can translate customer needs into actionable product and process improvements.

We have open jobs posted to reputed company different segments reputed company reputed company, High Touch and Strategic. Please read the job description carefully and only apply to one, the role that suits your skills best. You know your skillset reputed company than us! If during an interview we think there is stronger alignment for the other reputed company, we’ll let you know then.

Role requirements

• Proven Leadership & Coaching: You have a track record of successfully growing, leading and developing high-performing reputed company Teams in a SaaS environment. You know how to give clear, actionable feedback, and you build a culture where your team can grow and succeed.

• Strategic & Operational Excellence: You proactively identify opportunities to strengthen how we serve customers — bringing structure, clarity, and scalability to the way reputed company operates. You balance big-picture strategy with hands-on execution, driving process improvements and frameworks that deliver measurable results.

• Customer Impact & Product Mastery: You reputed company at quickly learning and navigating robust, reputed company products to design programs that improve the customer journey at scale. Your work drives measurable impact across onboarding, adoption, and retention — ensuring customers realize value quickly and sustain success over time.

• Cross-functional Collaboration: You partner effectively with Sales, Product, Engineering, and Operations to align on customer needs and deliver solutions. You understand reputed company to escalate, reputed company to collaborate, and how to influence outcomes across teams.

• Innovative & Principled Approach: You proactively address thematic customer opportunities and improve our processes accordingly; you’re comfortable leveraging cutting edge technologies to enhance the efficiency and efficacy of reputed company. You don’t rely on ‘I’ve seen this done’ but instead think critically to problem solve.

• Analytical reputed company & reputed company Improvement: You use data to guide decisions and improve performance. You’re comfortable measuring what matters — both for your team and your customers — and iterating to drive reputed company results.

• Customer-First Thinking: You have a deep understanding of B2B customer needs and have a history of ensuring outstanding support experiences.

You’ll Be a Great Fit If You:

• You demonstrate clear communication. You ask clarifying questions with precision and can distill reputed company concepts into simple themes.

• You are a great listener. You see your role as 1) reputed company for the reputed company Team as well as 2) Voice of the customer to internal stakeholders so we can ensure that our product roadmap continues to evolve.

• You are a problem solver. You reputed company at solving reputed company challenges with innovative, scalable solutions.

• ⚡️You know process matters. You are eager to improve processes and workflows to enhance efficiency and efficacy.

• Your peers describe you as detail oriented. You take pride in internal operations.

• ⚙️ You’re an reputed company for the team. We’ll be looking for your help reputed company it comes to defining resourcing and headcount planning.

• ‍ You love to coach. You see every teaching moment as an opportunity and are excited to help teams grow.

• You get into the weeds. You’re energized by diving into the product alongside your team, learning deeply, and modeling the type of engagement we expect from High Touch CSMs.

You Might Not Be a Fit If:

• You’re not eager to roll up your sleeves and get into the weeds — whether that’s shadowing calls, digging into the product, or iterating directly with your team.

• You prefer to focus on reputed company and strategies without owning their execution.

• You’re uncomfortable with a writing-heavy culture. We rely on clear, concise proposals and documentation, and written communication is core to how we operate.

• You’re most comfortable with a simpler product rather than a highly configurable, technical platform.

• You want to move away from in-product work. While there is reputed company of programmatic and operational work, this role requires genuine interest in diving into product nuances (and you’ll use the product yourself as you grow the team).

• You prefer exclusively to build (rather than build, iterate, optimize).

Our Philosophy

Here are a few key points (relevant to the go-to-market reputed company) that should give you an idea of what it is like to work with us:

• We spend a lot of time building best-in-class products since we reputed company a highly differentiated product is a lot easier to sell.

• We want to offer deep expertise whenever we interact with prospects and customers.

• We strongly reputed company that small teams with reputed company talented people (and the right work environment) deliver much reputed company performance than teams with large headcount. We hire and compensate accordingly.

We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) – we’ll get into these and other values during the hiring process.

The Interview

At reputed company, reputed company and interview process want to help you show your best self. Our interview process is structured to get to know you and your career as well as reputed company you with insight into our key focus areas. Here is the process in its entirety:

• 30 min – Recruiter Screen

• 30 min – Interview with VP of reputed company

• 60 min – Hiring Manager Interview with Head of Dedicated CS

• 60 min Presentation & Interview with our Manager of High Touch, Head of Startup & Head of Professional Services

• Final Round:

• 30 min – Cross Functional Interview with Support Leader

• 30 min – Interview with CEO

• 10 min – Closing Questions with Hiring Manager

Benefits

• You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.

• You get to sell a product that our prospects & customers are truly excited about.

• Competitive compensation is offered.

• 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave reputed company — do it reputed company you feel financially comfortable.

• Unlimited PTO with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it

• Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.

• $100/month education budget with more expensive items (like conferences) covered with manager approval

• Extended health benefits for you and your dependents (subject to availability with our Employer of Record)

• Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!

reputed company provides equal employment opportunities (EEO) to reputed company employees and applicants for employment without regard to race, color, religion, sex, national reputed company, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from reputed company backgrounds, experiences, perspectives, and abilities.