Customer Success Manager

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

📋 Description

• Transform signed proposals into Closed Won-Paid deals from the moment of signature to the initial invoice payment.

• Guide new clients through the onboarding process, including kickoff, role definition, talent alignment, initial week ramp-up, and value verification.

• Ensure every new client realizes value within 30 days.

• Collaborate with recruiting, training, and finance teams to deliver a seamless customer experience.

• Maintain a Customer Satisfaction (CSAT) score of 95% or above and enhance any underperforming areas.

• Oversee a portfolio of client accounts, taking responsibility for retention, renewals, and overall account health.

• Provide strategic advice to Customer Business Owners regarding their operations and teams.

• Identify and secure upsell opportunities, engaging sales when necessary.

• Monitor talent performance and client feedback to proactively address potential risks.

• Develop standardized onboarding and expansion playbooks and processes.

• Convey customer insights to founders, sales, and recruiting teams.

• Take ownership of assigned accounts, engage with Customer Business Owners, and manage the onboarding process from signed proposal to a paying customer.

⛳️ Requirements

• Experience as a Customer Success Manager in an early-stage, high-growth SaaS, healthcare technology, or fintech company, managing accounts from start to finish.

• Proven leadership experience in onboarding or implementation, ensuring customers go live swiftly, followed by effective account management and expansion.

• Background in account management within a services or staffing firm, focusing on client retention and growth of larger accounts.

• Demonstrated experience in retaining clients at an early-stage, high-growth company.

• Ability to present retention metrics and examples of accounts successfully saved.

• Track record of onboarding new clients within 30 days or less while achieving a CSAT score of 95% or higher.

• Proven ability to identify and secure upsells independently.

• Quick to establish trust with founders and business owners.

• Capable of completing tasks without needing reminders.

• Strong writing skills and effective CRM record-keeping.

• Experience in Software as a Service, Healthcare Technology, or Financial Technology.

• Experience with venture-backed startups is a plus.

• Familiarity with healthcare technology is a significant advantage.

🏝️ Benefits

• Opportunity to take on leadership roles early and make impactful decisions that drive company growth.

• Fully remote working arrangement.

• Unlimited Paid Time Off (PTO).

• Global retreats for team bonding.

• A supportive and ambitious team environment with a low-ego, no-assholes policy.