Senior Customer Success Manager

ABOUT US Shapes is on a mission to reinvent how companies run their people operations in the AI era. We're building the world's first truly AI-native people platform — a single place where HR processes come together, get customized in minutes, and actually run themselves. We're a small, fast-moving team that loves building ambitious things with a bias for action. If you want to shape the foundation of something big, not just plug into an existing machine, this is the place. The Customer Success team sits at the heart of how Shapes serves its customers. We're actively building the operating system — the playbooks, frameworks, and processes — that defines how we onboard, support, and grow customers at scale. You'll have a real hand in shaping it. ABOUT THE ROLE You'll partner with HR leaders at our mid-market and enterprise customers (150–1,500 employees) — Heads of People, VPs HR, and Chief People Officers — to drive adoption, retention, and long-term success. You'll become a trusted advisor on how Shapes plugs into their people strategy, and a real expert in the day-to-day reality of running a modern HR function. This is a strategic role. CS at Shapes sits at the intersection of the flywheel — closer to the customer than anyone else, and working hand in hand with product, support, marketing, and sales. You're the eyes and ears: the patterns you surface shape what gets built, where the product goes next, and how we tell the story to the market. WHAT YOU'LL DO - Drive tailored onboarding. Lead high-touch implementations, customizing plans to each customer's processes, policies, and people workflows. You'll spend meaningful time live with customers — on calls, configuring the platform together, and guiding teams through the real complexity of transitioning their HR processes. - Build deep relationships. Develop strong relationships with multiple stakeholders, from HR executives to IT. Run regular check-ins, QBRs, and executive business reviews. - Deliver training & adoption. Run product walkthroughs and tailored training sessions for HR teams and admins. Build deep expertise in Shapes and people operations — and use it to help customers unlock real value from the platform. - Drive AI impact. Shapes is AI-native, and most customers only use a fraction of what the platform can do. Help them expand how they're using it, build the workflows that bring it to life, and shift how their HR function operates day to day. - Own renewals. Track renewal timelines, monitor account health, and proactively address risks before they become churn. Renewal is your commercial responsibility. - Monitor health. Use CRM and analytics tools to track adoption, health scores, and engagement. Analyze data trends to stay ahead of issues. - Partner cross-functionally. Coordinate with Sales, Product, and Operations to align expectations, drive outcomes, and ensure smooth handoffs. Be the internal voice of the customer — surfacing feedback that improves our product and processes. - Manage launch readiness. Keep implementations on track, manage customer anxiety around go-live, and make sure nothing falls through the cracks at the moments that matter most. WHAT WE'RE LOOKING FOR - 3–5 years in Customer Success, Onboarding, or Account Management in B2B SaaS - Technically confident — comfortable getting hands-on with product configuration. You can troubleshoot a policy setup, walk through an integration, or debug a workflow. You know when to escalate and when to just solve it. - Someone who enjoys being customer-facing — you're comfortable spending a big chunk of your week on calls and love the variety of working across many different companies and industries - Strategic & consultative — able to map customer goals to platform capabilities and advise on best practices across multi-stakeholder projects - Strong project & time management skills — you can juggle multiple implementations without dropping the ball - Excellent communicator — clear, a great listener, and