Commercial Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a portfolio of commercial accounts throughout the entire customer lifecycle: onboarding, adoption, renewal, and expansion.

• Accelerate time-to-value by assisting customers with integration setup, best practices, and activation of key use cases.

• Track account health, usage indicators, and engagement metrics to proactively identify risks and opportunities for growth.

• Implement renewal processes and uncover upsell and cross-sell opportunities with keen commercial instincts.

• Create and enhance scalable success resources, guides, tutorials, and reference implementations that benefit the broader commercial segment.

• Collaborate cross-functionally with Sales, GTM Engineering, and Product to provide a seamless customer experience.

• Act as the representative voice of the commercial customer, delivering actionable insights to Product and Go-to-Market teams.

⛳️ Requirements

• 2–4 years of experience in a customer-facing role such as Customer Success Manager, Account Manager, or Implementation Specialist, ideally in B2B SaaS.

• Proven track record of managing a high-volume book of business with strong retention and expansion outcomes.

• Ability to navigate technical discussions with both developer users and business stakeholders comfortably.

• Excellent communication skills with the ability to establish rapport quickly and drive results across a diverse customer base.

• Knowledge of CRM and CS tools (e.g., HubSpot, Salesforce, Gainsight) for managing pipelines and tracking customers.

• Self-motivated mindset with the capability to juggle competing priorities and succeed in a dynamic environment.

• Bonus: Familiarity with AI/LLM orchestration frameworks (e.g., LangChain or similar) is an advantage.

🏝️ Benefits

• Health insurance: 100% company-paid medical, dental, and vision coverage for employees and their families.

• 401(k) plan: Company matches up to 4% with immediate vesting.

• Parental leave: 20 weeks of paid leave for primary caregivers, 12 weeks for secondary caregivers.

• Remote work reimbursement: Up to $85/month for mobile and internet expenses.

• Disability & life insurance: Company-paid short-term, long-term, and life insurance coverage.