Hire customer success managers
Customer success managers for SaaS and subscription products: onboarding, adoption, health scores, QBRs, renewals and expansion, run in Gainsight, ChurnZero, HubSpot or Salesforce, in your tools and under your brand.
What our customer success managers do
Customer onboarding programmes
Kick-off calls, onboarding plans with dated milestones and success criteria agreed with the customer, and time to first value tracked for every new account.
Adoption and product usage
Usage data read account by account, with training sessions, in-app guides and webinars aimed at the features each customer pays for but has not yet adopted.
Renewals and churn prevention
Renewal dates tracked months ahead, risks raised early with a save plan for each account, and the renewal forecast kept in your CRM so finance and sales see the same numbers.
Customer health scores
Health scores built from usage, support tickets, survey answers and billing in Gainsight, ChurnZero, Planhat, Vitally or the HubSpot Customer Success Workspace, checked against real renewals and churn and re-weighted when they predict poorly.
Quarterly business reviews
QBRs and executive business reviews prepared from the customer’s own usage and results, ending with goals for the next quarter that both sides have agreed.
Expansion signals for sales
Accounts nearing plan limits, new teams taking up the product and requests for features on higher plans passed to sales with the context, or handled by the customer success manager where your model puts expansion with customer success.
Playbooks and CS automation
Playbooks for onboarding, low usage, a change of champion and renewal, triggered from health scores and usage, with the AI agents in Gainsight or ChurnZero drafting routine follow-ups for a customer success manager to check and send.
Voice of the customer
NPS and CSAT surveys, interview notes and feature requests collected and passed to product with the revenue behind each request, so the roadmap reflects what paying customers ask for.
Customer success operations
CS platform and CRM set-up, segmentation into high-touch, low-touch and digital tiers, and reports on net and gross revenue retention and churn for your leadership.
Hire customer success managers
Full time in your team
Customer success managers who work your hours in your tools and meetings and report to your lead, with the Ukrainian contract, payroll and leave on our side.
Part time or fractional
Customer success managers for a set number of days a week, when the work is real but not yet a full-time role.
For a project or a launch
Customer success managers for a defined stretch of work, from the first week to the handover, with the end date agreed up front.
The dedicated team page explains how specialists join your team, and the outsourcing page covers project delivery, take-overs and how we charge.
Who our customer success managers work with
Sales and account managers
Renewal terms and expansion deals
Support engineers
Tickets, escalations and incident updates
Product managers
Feature requests and adoption goals
Finance and billing
Invoices, renewals and revenue reporting
Customer success, account management or support
Customer success looks after the customer’s results: onboarding, adoption and the evidence that the product is worth renewing. Account management owns the commercial side, from renewal terms to expansion deals, and support answers the questions and problems customers raise. Smaller companies often give the first two to one person and larger ones split them, and a customer success manager can work in either model.
Customer success managers work in your CRM and CS platform under your brand, with access limited to the accounts they manage, and every call, plan and health score change recorded where your team can see it.
Other roles we staff
Project managers
Project management for software delivery: IT project and delivery managers who own plans, scope, risks, budgets and weekly reporting, full time in your team, part time or for a single project.
Business analysts
Business analysis for software projects: discovery, requirements, user stories, BPMN process maps and acceptance criteria, from business analysts full time in your team, part time or for a project.
Product managers
Product management for software products: product managers and product owners for discovery, roadmaps, backlogs and product metrics, full time in your team, a few days a week or for a launch.
Scrum masters
Scrum masters and agile coaching for software teams: Scrum and Kanban, flow metrics, impediments removed and retrospectives that change something, full time in your team, part time or for a set period.
Technical writers
Technical writing services: API documentation from OpenAPI, developer guides, help centres, runbooks and release notes written as docs as code, by technical writers in your team or for a project.
Technical support
Technical support services for software products: first and second line support engineers in your help desk, under your brand and in your customers' hours, full time, part time or for a launch.
IT recruitment
IT recruitment services for companies building their own teams: role briefs, sourcing, screening and technical interviews by working engineers, from IT recruiters in your team or for a hiring push.
Questions about hiring customer success managers
Which industries do you staff customer success managers for?
SaaS and enterprise software (B2B platforms, ERP and workflow products), fintech and insurance (payment, lending and finance software), e-commerce platforms and marketplaces, healthcare software, cloud, hosting and telecom services, data and AI products, education platforms and cybersecurity products.
Which customer success platforms do they work in?
Gainsight, ChurnZero, Planhat and Vitally, the Customer Success Workspace in HubSpot Service Hub, and Salesforce, alongside your help desk and product analytics. Where there is no CS platform yet, the work starts in your CRM and moves to one when the number of accounts calls for it.
Can customer success start before we have a CS team?
Yes. A first customer success manager can set up the onboarding plan, the health score and the renewal calendar in your CRM and then take on a book of accounts, so the function is running before you hire a head of customer success.
How quickly can customer success managers start?
When the right customer success manager is available, the start is gated only by your interview and the NDA and IP assignment. Otherwise we run a search, which typically produces candidate profiles within two to three weeks, and nobody starts until you have said yes.
How do we hire customer success managers through BigTree108?
Tell us the work, the seniority and the hours you need. We propose one or two people with their profiles, you interview them the way you would interview your own hire, and you sign one agreement with BIG TREE 108 LLC and receive one invoice a month.
Who owns the work they produce?
You do. Every specialist has a signed contract with BigTree108 that assigns all work product to the company, and our agreement with you assigns it onward. Code, designs and documents are delivered into your own repositories and tools, not kept where only we can change them.
Need someone to look after customers after the sale?
Tell us the product, the number of accounts and the tools you use today. You get an answer within one business day: candidate profiles or a plan for the customer success set-up.