High‑Touch Customer Success Manager Mid‑Market / Enterprise

Our high‑touch CS Manager will partner with larger clients (150–1,500 users) such as Head of People, VP HR and Chief People Officer, to drive adoption, renewal and expansion. You’ll become a trusted advisor and shape how customers integrate Shapes into their people strategy.

What you’ll do:

Drive tailored onboarding: Lead high‑touch implementations, customizing plans to each customer’s needs and business processes..

Build deep relationships: Develop strong relationships with multiple stakeholders, from HR executives to IT teams. Run regular check‑ins, QBRs and executive business reviews.

Deliver training & adoption: Conduct workshops and product walkthroughs tailored to the client’s use cases. Become a domain and product expert to help customers solve complex challenges.

Partner cross‑functionally: Coordinate with sales, marketing, product and operations to align expectations, drive outcomes and ensure smooth handoffs. Provide clear feedback on customer needs and help refine our product and processes.

Drive retention & growth: Identify and nurture expansion opportunities (upsell, cross‑sell), collaborate with sales and contract managers and track renewal timelines.

Monitor health: Use CRM and analytics tools to track adoption, health scores and engagement. Proactively address issues and mitigate churn by analyzing data trends.

What we’re looking for:

Experience & domain: 2–5 years of success management or onboarding experience in B2B SaaS, experience working with mid‑market or enterprise HR customers is a bonus.

Strategic & consultative: Able to understand customers’ business goals, map them to platform features and advise on best practices. Comfortable working on multi‑stakeholder projects.

Project & time management: Strong organizational skills to manage implementations and multiple client priorities simultaneously.

Communication & empathy: Excellent written and verbal communication skills; clear, concise and jargon‑free. A great listener who advocates for the customer internally.

Analytical & process‑oriented: Skilled in interpreting data, creating health dashboards and using insights to improve adoption and retention. You’re excited about crafting repeatable processes to help the team scale.