Job Description
Job Description
The Role
As our Customer Success Manager, you’ll be the voice of the customer inside our company and the trusted partner for customers outside of it. You’ll design the playbook for onboarding, engagement, communication, retention, and expansion, while also rolling up your sleeves to manage accounts directly. This is a unique opportunity to build and scale the function from the ground up.
What You’ll Do
- Own the full customer lifecycle: onboarding, adoption, retention, and growth.
- Build strong, trust-based relationships with customers, acting as their advocate and strategic advisor.
- Work closely with our dedicated support team to proactively identify customer needs and ensure they’re achieving measurable outcomes with our product.
- Create feedback loops between customers and product, working closely with product/engineering to influence roadmap.
- Establish key metrics (NPS, retention, churn, expansion) and processes to measure customer health.
- Collaborate with sales on renewals and expansions.
- Document and iterate on the Customer Success playbook to set the foundation for future hires.
What We’re Looking For
- 3–6 years of experience in Customer Success, Account Management, or a similar role in B2B SaaS or tech-enabled services.
- A builder’s mindset: you thrive in ambiguity and enjoy creating processes, not just following them.
- Strong communication and relationship-building skills, with a genuine desire to help customers succeed.
- Data-driven approach to problem-solving and customer health tracking.
- Comfort juggling strategic initiatives with day-to-day execution.
- Startup DNA: scrappy, resourceful, and excited to grow with a fast-moving company.