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.
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