Senior Account Services Manager

🕒 September 16

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

⏰ Full Time

🟠 Senior

👔 Manager

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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CustomerGaige

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2007

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

💰 Seed Round - CustomerGauge on 2020-01

SaaS • B2B • Artificial Intelligence

CustomerGauge is a B2B customer experience (CX) platform that captures account-level, real-time feedback and ties Net Promoter Score (NPS) and other signals directly to revenue, risk, and financial outcomes. The platform emphasizes Account-Centric and Revenue-Based NPS, provides dashboards and analytics (including a Monetize CX view), and includes AI-driven agents (Gaige AI) that analyze unstructured feedback and generate response recommendations and action signals. CustomerGauge is sold as a SaaS solution for B2B companies across industries (manufacturing, CPG, logistics, technology, services) to protect and grow account revenue by surfacing churn risk, expansion opportunities, and prescriptive playbooks for closing the loop with customers.

📋 Description

• Lead complex enterprise implementations from discovery through launch • Partner with executive sponsors and key stakeholders to translate business objectives into scalable solution designs • Recommend, configure, validate, and optimize platform settings • Guide customers in interpreting dashboards, KPIs, and account health metrics • Advise on CRM integrations, SSO, APIs, automation, and technical workflows • Support the design, testing, and launch of branded survey campaigns • Drive adoption through customer education on change management, governance, and long-term program success • Own multiple concurrent enterprise implementations and strategic rollout projects • Develop implementation plans, timelines, success criteria, and risk mitigation strategies • Facilitate executive and project status meetings • Anticipate risks, resolve issues, and coordinate cross-functional resources • Advocate for customer needs with Strategic Account Management and Product • Deliver customer training and enablement programs • Develop implementation guides, playbooks, FAQs, and enablement content • Improve internal processes, implementation methodologies, and onboarding experiences

🎯 Requirements

• 5-7+ years of experience in Customer Success, Professional Services, SaaS Implementation, Technical Account Management, Consulting, or related customer-facing roles • Proven experience leading complex enterprise software implementations with multiple stakeholders • Strong project management skills with the ability to balance competing priorities across several accounts • Excellent executive communication and presentation skills, with confidence engaging customer leadership teams • Analytical mindset with the ability to translate business requirements into scalable technical solutions • Experience working with CRM platforms, customer data, integrations, APIs, SSO, or related technologies is highly desirable • Passionate about customer success, continuous improvement, and delivering measurable business value • Comfortable navigating ambiguity and thriving in a fast-paced, evolving SaaS environment • Collaborative team player who enjoys mentoring others and contributing beyond individual responsibilities • Commercially minded with a strong understanding of customer outcomes and business impact • Experience working with enterprise B2B customers is preferred • English required; Spanish strongly preferred. Portuguese is a plus • Located in the United States and able to work US East Coast business hours • Occasional travel for customer meetings and company events

🏖️ Benefits

• Health Insurance (Medical, Dental & Vision) 70% contribution for employees • Participation in the SAR Plan • Unlimited PTO (manager approval required) • MacBook provided • Occasional travel to customers and global offices • Full-time remote position