Customer Success Manager
At a glance
Mid-level Customer Success role at Roadrunner. Remote, United States · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Own customer relationships after implementation, refining configurations, adjusting workflows, and resolving production escalations
- Run business reviews that tie product usage to outcomes, quantify return on investment, and align executive stakeholders
- Track health through usage, engagement, and support signals, then act before renewal discussions begin
- Lead renewals and expansion across new teams, use cases, and seats while partnering with Sales
- Create Customer Success playbooks, including health scoring, QBR structure, and renewal processes
What you bring
- At least five years in customer success, account management, or consulting within B2B SaaS
- Experience guiding customers through the post-implementation phase of a technical or configurable product
- A record of owning retention and renewal goals, forecasting and negotiating renewals, and generating expansion
- Skill building executive relationships and presenting data-backed QBR business cases
Who this fits
You’ll suit a senior customer-facing operator who can work hands-on with configurations, engage leaders from RevOps managers through CROs, and build processes in an ambiguous early CS function. The role is remote within the United States, with onboarding in San Francisco and periodic travel for customer or team events.
From the employer
About us
At Roadrunner, we’re replacing the broken CPQ software that Sales teams have complained about, worked around, and given up on for years. Not improving it - replacing it. We’re building a new agentic stack called PQA - Prompt, Quote, Approve, designed for the enterprise, on a data model built for how pricing actually works today.
We’re Kleiner Perkins’ first incubation since Glean, led by second-time founders with successful exits, and a team of engineers from Snowflake, Databricks, Citadel, Meta, Robinhood, Brex, and so on.
About the role
Quoting sits at the center of how our customers make money, which means the stakes after go-live are high and the opportunity to become indispensable is even higher. As our Senior Customer Success Manager, you'll own the customer relationship from the moment implementation wraps: making sure Roadrunner reflects how each customer actually sells, driving adoption across their revenue team, and turning early wins into renewals and expansion.
You'll manage a book of business spanning our customer base, from fast-growing mid-market teams to complex enterprise deployments, and you'll be measured on the outcomes that matter: gross retention, renewal ARR, customer health, and expansion. As an early member of the Customer Success team, you'll be responsible for building out the function and defining the playbooks it scales on.
What you'll do
Serve as a trusted strategic advisor to revenue and revenue operations leaders, from RevOps managers to CROs
Own the post go-live experience: partner with Solutions Architects and Implementation on a clean handoff, then drive configuration refinements, workflow adjustments, and support escalations as customers use Roadrunner in production
Plan and host Quarterly Business Reviews that connect product usage to business outcomes, quantify ROI, and align executive stakeholders on what's next
Monitor account health through usage data, stakeholder engagement, and support signals, and act proactively rather than waiting for the renewal conversation
Proactively understand customer challenges, areas for improvement, and overall opportunities within the account vs waiting for customer to come to you
Identify expansion opportunities (new teams, new use cases, added seats) and partner with Sales to close them
Be the voice of the customer internally: channel structured feedback to Product and Engineering, and set honest expectations with customers about the roadmap
Example projects
Build our QBR framework from scratch: the template, the ROI model, and the executive narrative, then run it with our first enterprise accounts
Design a customer health score using product usage, engagement, and support data, and stand up the cadence for acting on it
Run the renewal motion end to end for an eight-figure-pipeline book, from 120-day-out planning through signature
What you'll bring
5-8 years in customer success, account management, or consulting at a B2B SaaS company, with a track record of owning retention and renewal targets for a book of business
Experience managing the post-implementation lifecycle for a technical or configurable product, and comfort getting hands-on with configuration alongside customers
Demonstrated ability to build executive relationships and run compelling QBRs, including ROI narratives backed by data
Strong commercial instincts: you've forecasted renewals, negotiated them, and driven expansion, not just handed opportunities to Sales
A builder's mentality: you thrive in ambiguity and want to define how Customer Success works here, not inherit a playbook
Willingness to travel to San Francisco during onboarding and periodically for customer or team events
Bonus points
Experience with CPQ, deal desk, billing, or RevOps tooling, whether supporting it, implementing it, or selling it
Early-stage startup background, especially as a founding or early CS hire
What we offer
Medical, dental, and vision benefits for you and your family.
Lunch and dinner, as well as snacks and coffee to keep you energized.
Take what you need vacation policy.
Equal opportunity
We value our differences, and we encourage all to apply — especially those whose identities are traditionally underrepresented in tech organizations. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, ancestry, national origin, citizenship, age, marital status, veteran status, disability status, political belief, or any other characteristic protected by law. Roadrunner is an equal opportunity employer.
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