Taylor McManus

About Taylor McManus

Customer Success executive with 10+ years of B2B SaaS experience, specializing in building and transforming CS operations into revenue growth engines. As the foundational CS hire at Beyond Pricing, I built the Success department from the ground up, scaling it from a single $20K customer to $30M ARR, establishing the company as a $42M Bessemer-backed industry leader. I drove five consecutive years of 88% GRR & 100% NRR by leveraging my superpowers: inspiring strategic visions, sharp pattern recognition, and a keen eye for identifying & developing talent. My ethos is: culture over strategy, hire & empower multipliers, foster growth & ownership mindsets.In 4 years I rose to the Executive Team as the Head of Customer Success where I managed a 35-person department across Success, Onboarding, and Support, managing a $25M+ ARR portfolio across 700 customers.Key Achievements- Exceeding SMB B2B SaaS retention benchmarks, achieving 88% Gross Retention and 100% Net Retention for five consecutive years- Championed the strategic transition from retention-focused CSM\'s to revenue-driving account managers driving $2M in revenue during tenure and achieving >100% NRR for the first time in company history- Developed scalable CS infrastructure: customer journeys, playbooks, health scoring, forecasts, & KPIs–increasing CSM capacity 20% and facilitating offshore team expansion for low-touch CS model reducing employee overhead 30%- Instilled a customer-first high-empathy team culture that achieved an industry-leading 85 CSAT score and a top G2 ranking for support in 2022 & 2023, while championing employee engagement initiatives to maintain 97% employee retention.Digital Transformation | Fintech | Proptech | B2B | SaaS

Experience

1. Director of Customer Success

   Affinity (CRM)

   Jun 2025 — Present

   Affinity is a growth stage CRM platform for VC & PE firms.

Education

• USC Marshall School of Business

  Bachelor of Science (BS), Business Administration and Management

  2009 — 2013

• Cretin-Derham Hall

  High School Diploma, General Studies

  2005 — 2009

Skills

• Windows
• Marketing
• Nonprofits
• Employee Benefits
• Facebook
• Research
• Event Management
• Market Research
• Strategy
• Marketing Strategy
• English
• Event Planning
• Customer Service
• Health Benefits Administration
• Social Media
• Blogging
• Microsoft Office
• Sales
• Online Advertising
• Management
• Budgets
• Financial Analysis
• Leadership
• Start-Ups
• Public Speaking
• Social Networking
• Microsoft Word
• Benefits Administration
• Outlook
• Teaching
• Time Management
• Entrepreneurship
• Social Media Marketing
• Powerpoint
• Microsoft Excel
• Public Relations
• Group Insurance