Customer Success Manager

Job Title: Customer Success Manager

Remote | Full-time | United States

The role

You own a book of accounts from signed contract to renewal. You get each customer live, make sure they reach the result they bought for, and catch risk before it becomes churn. At our stage you also build the playbooks, health metrics and processes the team will run on after you.

What you will do

• Run onboarding and implementation to a defined first-value milestone, with a target time to value of [30] days.
• Hold regular check-ins and quarterly business reviews tied to each customer's goals and usage.
• Track account health from usage, support volume and sentiment, and act on accounts trending down.
• Own renewals in your book, and find expansion that you hand to sales or close yourself.
• Bring product feedback to the product team as clear, prioritized problems with customer evidence.
• Write onboarding guides, help articles and playbooks the next CSM can use without you.
• Work with sales on handoffs so nothing promised in the deal is lost.
• Report on retention, adoption and customer outcomes.

What you bring

• 5 years in customer success, account management or implementation at a B2B SaaS company.
• A book of business you managed, with net or gross retention you can name.
• Comfort learning a technical product well enough to configure it, demo it and troubleshoot it.
• Experience running QBRs and conversations with executive sponsors.
• Hands-on use of a CRM or CS platform such as HubSpot, Salesforce, Gainsight or Vitally.
• Clear written communication and steady work habits in a remote team.