Manager of Customer Success

ABOUT SORTLY
Sortly is a simple, multi-device inventory management solution. Our visual & intuitive approach to inventory enables thousands of SMBs and teams within iconic corporations, government entities, music bands & sports teams to stay on top of their consumables, assets, and material things. With over 8,000 five-star ratings in the App Store and a net promoter score greater than 55, our impressive growth has primarily been driven by organic sources and word of mouth. We are profitable, financially independent, and primed to scale within our $20B market! We are proudly a distributed and remote-first company since inception with teams across 4 countries.

OUR VALUES

Real - We lead with authenticity, show transparency through being honest and clear, and take accountability by owning our actions and outcomes.

Inspiring - We think big, empower others to achieve their best, and celebrate wins by recognizing large and small contributions.

Smart - We demonstrate First Principles thinking by always asking “why” and seek to understand deeply, embrace growth mindset and drive decisions with data. 

Empathetic - We are humble and listen with an open mind, show up mentally and emotionally to make others feel valued, and consider how our actions impact others.

Who You Are

You are a strategic, empathetic, and performance-driven leader who thrives in a player-coach environment. You bring deep experience in customer success and are ready to lead, scale, and elevate a team of CSMs while maintaining hands-on engagement with a small, strategic book of business.

You know how to inspire, coach, and hold accountable a team, while building scalable success motions that drive adoption, retention, and expansion across the SMB and Mid-Market customer base.

What You’ll Do

While you will manage a small number of customer relationships, your primary responsibilities lie in team leadership, strategic execution, and cross-functional influence.

Team Leadership (~70%)

• Hire, mentor, and lead a high-performing CS team
• Provide regular coaching and 1:1s to drive growth and engagement
• Set performance goals, track KPIs (NRR, churn, CSAT), and lead quarterly reviews
• Partner with senior leadership to shape career paths, development plans, and feedback frameworks
• Collaborate on scalable CS strategies with senior leaders
• Foster a customer-centric culture rooted in outcomes and Sortly’s values

Customer Strategy & Operations

• Design and optimize CS processes: playbooks, journeys, and engagement models
• Lead initiatives to improve retention, reduce churn, and drive expansion
• Oversee onboarding, health monitoring, and success planning
• Represent CS in executive forums, sharing performance insights and opportunities

Cross-Functional Collaboration

• Partner with Sales, Product, Support, and RevOps to align on customer experience
• Champion the voice of the customer to influence roadmap and GTM strategies

Player (~30%)

• Manage a small book of high-value accounts to model best practices
• Lead renewals, QBRs, and proactive value delivery
• Test and iterate on new playbooks before team-wide rollout

Qualifications and What Sets You Apart

• 5+ years of SaaS Customer Success experience, including full-lifecycle ownership for SMB or Mid-Market accounts. Ideally in the $5-25k/yr ACV range
• Excellent cross-functional collaboration skills with a bias for over-communication and ability to navigate change management in a quickly growing organization.
• 3+ years of people management experience leading a CS or similar customer-facing team.
• Strong operational chops and experience owning or building CS processes and motions
• A track record of driving measurable customer outcomes (NRR, expansion, CSAT)
• Strong interpersonal and communication skills - you lead with empathy and clarity
• Experience in a fast-paced, high-growth SaaS environment, ideally between 50-150 employees
• Bonus: Familiarity with inventory, supply chain, or operational tools

WHY JOIN SORTLY

• Opportunity to work with a passionate and dedicated team
• A culture that fosters innovation, growth, and collaboration
• Competitive salary and benefits package
• Chance to make a significant impact on the future of inventory management
• Annual off-site retreats
• Home office stipend
• 401k match
• Yearly learning and development reimbursement

Annual salary: $125,000 - $185,000 

On-target earnings: $144,000 - $213,000

The salary band outlined above reflects compensation levels that are competitively benchmarked based on geographic location. Where an individual may fall within this band is determined by market data specific to their location, ensuring fairness and alignment with our compensation philosophy.