Customer Success Manager

📋 Description

• Take charge of the post-onboarding experience for members and enhance member retention.

• Ensure member satisfaction and promote engagement.

• Facilitate renewals and tier upgrades through proactive management of relationships.

• Actively engage with members throughout their lifecycle and assist in follow-ups during the deal cycle.

• Identify at-risk members early and re-engage them prior to any risk of non-renewal.

• Collaborate with the team on tools, processes, and initiatives that are member-focused.

• Oversee the member access-fee ledger and any revenue tracking systems.

• Establish and track member success KPIs and communicate insights with the team.

⛳️ Requirements

• 2–6 years of experience in Customer Success.

• Strong comprehension of subscription economics.

• Preferred experience working across various product lines.

• Demonstrated ability to reduce churn and enhance LTV.

• Highly analytical and adept at working with raw data.

• Experience in creating dashboards and interpreting cohort analyses.

• AI-native; actively employing AI to enhance productivity.

• Comfortable designing systems from the ground up.

• Excellent written communication skills.

• Experience in Fintech, Crypto, or Web3 is a strong bonus.

• Familiarity with HubSpot, PostHog, Whop, Circle is a strong bonus.

• Experience in developing Customer Health Index models is a strong bonus.

• Skilled in reconciling complex data across different tools is a strong bonus.

• Experience in multi-product SaaS environments is a strong bonus.

🏝️ Benefits

• Competitive salary plus performance-based incentives linked to retention.

• Direct access to founders.

• Opportunity to influence the entire customer success function.

• Remote work flexibility.

• High ownership and impactful role.

• Potential for growth into Head of Lifecycle, CS Operations, or Revenue Ops.