Senior Manager, Customer Success
Location: Bellevue, WA (Hybrid)
Company: OrderPort
Salary Range: ~$130,000 base (flexible based on experience)
About OrderPort
OrderPort is a leading provider of direct-to-consumer (DTC) eCommerce and point-of-sale solutions purpose-built for wineries and beverage alcohol brands. Our platform powers online sales, wine clubs, tasting room operations, and customer engagement for producers across the U.S.
OrderPort was recently acquired by Performant Capital, a lower middle market private equity
firm focused on investing in and scaling high-potential businesses. This partnership brings new
resources, operational expertise, and strategic focus to accelerate OrderPort’s growth and drive
meaningful improvements across the organization. It’s a pivotal moment for the company, with significant opportunity to modernize systems and elevate the customer experience.
Role Overview
We are seeking a Senior Manager of Customer Success to lead and transform our Customer
Success organization. This is a highly impactful leadership role focused on rebuilding and
optimizing systems, processes, and team structure across onboarding, support, and ongoing
customer success.
The ideal candidate brings a strong SaaS background, operational rigor, and a proven ability to
drive meaningful, measurable change. This role is not about maintaining the status quo—you
will be expected to evaluate what exists, implement improvements, and deliver results quickly.
What You’ll Do
● Lead & Scale the Customer Success Function
○ Oversee onboarding, customer success, and support teams
○ Directly manage team leads and managers across multiple functions
○ Evaluate and redesign organizational structure for scale and efficiency
● Operational Excellence & Process Improvement
○ Assess current systems and workflows; identify gaps and inefficiencies
○ Build and implement scalable processes, KPIs, and performance standards
○ Drive a culture of accountability, execution, and continuous improvement
● Onboarding & Customer Journey Optimization
○ Improve onboarding experience and time-to-value for new customers
○ Standardize playbooks and ensure consistency across teams
○ Align onboarding, support, and success around customer lifecycle goals
● Performance Management & Leadership
○ Manage a team of ~20+ FTEs across onboarding, success, and support
○ Coach and develop managers and individual contributors
○ Establish clear metrics for success and hold teams accountable
● Cross-Functional Collaboration
○ Partner with Product, Engineering, and Sales to improve customer outcomes
○ Provide structured feedback loops to influence product roadmap
○ Support broader company initiatives tied to growth and retention
Current Team Structure
● Onboarding Team: 5 FTE
● Customer Success: 2 FTE
● CS Manager: 1 (manages 12 FTEs across support functions)
This structure is not optimized for scale. The incoming leader will evaluate the current state
and propose and implement an improved organizational design aligned with company
objectives.
What We’re Looking For
● 5+ years of experience in Customer Success, Support, or Operations within SaaS environments
● Proven track record of building or transforming CS organizations
● Strong operational mindset with experience implementing systems, KPIs, and scalable processes
● Demonstrated ability to execute and deliver measurable improvements
● Experience managing managers and leading multi-layered teams
● Comfortable operating in environments that require structure-building and change management
● Excellent communication, leadership, and problem-solving skills
Preferred:
● Experience in SMB or mid-market SaaS (vs. enterprise-heavy environments)
● Background in onboarding and customer lifecycle management
● Exposure to eCommerce, POS, or vertical SaaS platforms
Why This Role?
● Opportunity to rebuild and modernize a critical function from the ground up
● High visibility role with direct impact on customer retention and growth
● Backed by a private equity partner focused on operational excellence and growth
● Ability to shape team structure, systems, and long-term strategy