TSOLife

Compensation

Full Description

TSOLife is a fast-growing SaaS company serving senior living operators nationwide. Our Customer Success team delivers a high-touch, relationship-driven experience with exceptional advocacy and retention. As we scale rapidly, we are hiring a Customer Success Program Manager to ensure our department continues to operate with excellence, consistency, and precision during periods of high growth. This role works closely with leadership and is responsible for maintaining operational discipline and execution standards across the team. What You’ll Own • Own execution of high-volume onboarding waves and major CS initiatives • Establish and maintain clear QBR standards, timelines, and preparation processes • Maintain accountability for CSM follow-through, documentation, and workflow adherence • Oversee clean support escalations and cross-functional handoffs • Partner with other departments to reduce friction and improve coordination • Safeguard customer experience quality as volume scales You’re a Great Fit If You • Thrive in high-growth environments with increasing volume • Are highly organized and process-driven • Naturally hold teams accountable in a supportive, professional way • Excel at managing timelines and cross-functional coordination • Care deeply about customer experience quality • Can spot small issues before they become big problems Qualifications • 3+ years in SaaS Customer Success, Implementation, or Program/Project Management • Experience coordinating complex onboarding or rollout initiatives • Strong documentation and workflow management skills • Comfortable working with dashboards and performance metrics • Demonstrated ability to improve consistency and quality across a team without direct authority • Proven ability to manage multiple moving parts simultaneously • Remote self-starter with high accountability What Success Looks Like • Onboarding waves execute smoothly • QBRs are prepared and delivered consistently at a high standard • CSMs stay proactive, organized, and aligned • Cross-functional collaboration is structured and effective • No decline in customer experience during rapid growth • High advocacy and low churn are preserved as we scale Job Type: Full-time Pay: $80,000.00 - $95,000.00 per year Benefits: • Dental insurance • Health insurance • Vision insurance • Work from home Application Question(s): • In your perspective, what are the 3 most important strategies, playbooks or tools for customer retention? Experience: • SaaS in Customer Success or Program/Project Management: 3 years (Required) • Rapid Growth Phase Company: 1 year (Preferred) Work Location: Remote