Job Description

Job Description:

Location: Remote (U.S. Only)

Salary: $95K

Equity: Competitive

Visa Sponsorship: Not available

Position Type: Full-time

About the Role:

Were looking for a Customer Success Manager who goes beyond the basics someone with a proven track record of excellence in fast-paced, high-growth B2B SaaS environments. If you thrive in ambiguity, move fast, and love building from the ground up, this role is for you.

Youll manage a book of enterprise and mid-market customers, ensuring they succeed with our product while helping us drive retention, expansion, and scalable success processes. This isnt a reactive support role we want someone strategic, curious, and execution-focused whos excited to help shape what world-class customer success looks like.

What Youll Do:

• Own a Portfolio: Manage 50+ enterprise and mid-market accounts, building strong relationships and understanding your customers business goals and challenges.
• Drive Outcomes: Be accountable for key KPIs like gross and net dollar retention, expansion, and customer health.
• Lead Strategic Conversations: Build trust with senior leaders, positioning yourself as a strategic partner and advisor.
• Build for Scale: Design and implement scalable playbooks, systems, and success motions using automation and AI tools.
• Unlock Growth: Identify opportunities for upsells, cross-sells, and expansion based on customer goals and usage.
• Collaborate Cross-Functionally: Partner with Product, Sales, and Marketing to close the loop on customer feedback and influence the roadmap.

What Were Looking For:

• Experience: 4 to 10 years in a CSM or customer-facing role at a reputable, high-growth B2B SaaS startup.
• Customer Management: Experience managing a high volume of accounts (50+), including enterprise-level customers.
• Proven Success: A strong track record of driving retention and customer expansion in a startup environment.
• Educational Background: Degree from a top-tier school is a plus.
• Technical Fluency: A technical background or familiarity with SaaS platforms, APIs, and CRM tools is a major plus.
• Mindset:
  
  • Inquisitive and curious always asking "why" and eager to learn.
  • Proactive and self-starting you see what needs to be done and just do it.
  • Organized and clear-headed able to prioritize across a large and dynamic book of business.
  • Not afraid to build whether its a process, a dashboard, or a workaround.

Job Tags

Full time,

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