Customer Success Manager

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

📋 Description

• Manage the post-purchase relationship with customers.

• Guide new customers through the onboarding process from their initial purchase to their first repeat purchase.

• Conduct onboarding calls and follow-ups, assisting customers in filtering, purchasing, and effectively managing leads.

• Develop, maintain, and enhance the onboarding sequence based on conversion rates.

• Oversee high-value accounts with regular check-ins, usage assessments, and proactive outreach.

• Create and uphold a health-scoring model to detect at-risk accounts prior to churn.

• Engage in retention conversations and log outcomes by reason code.

• Serve as the escalation point for disputes regarding lead quality, refund requests, and billing or balance inquiries.

• Collaborate with support, sales, and engineering teams throughout the resolution of issues.

• Operate within the limits of refund and credit authority, justifying decisions with data.

• Gather, classify, and quantify reasons for churn and refunds.

• Provide weekly written retention reports to product teams and leadership.

• Advocate for product modifications that address recurring causes of churn.

• Develop Customer Success playbooks for onboarding, retention, win-back, and escalation processes.

• Ensure accurate account records and maintain interaction history.

• Report weekly retention metrics and manage their definitions.

• Collaborate daily with the sales team on buyer handoffs and support regarding ticket patterns.

• Partner with product and analytics teams on lifecycle experiments and instrumentation.

⛳️ Requirements

• A minimum of 2 years in Customer Success, Account Management, or Retention within a high-volume, low-ACV setting, such as a marketplace, self-service SaaS, or transactional product with numerous accounts.

• Proven track record of managing a retention, churn, or repeat-purchase metric.

• Proficient in data analysis: basic SQL skills or strong fluency in BI tools such as Amplitude, Metabase, Looker, BigQuery, or similar platforms.

• Experience in establishing processes from scratch, such as an onboarding flow, save playbook, or health-score model.

• Written and spoken English proficiency at C1 level, with experience in customer-facing roles at scale.

• Comfortable speaking on the phone with US small business clients.

• Practical experience using AI tools in daily tasks, with demonstrable examples.

• Availability for at least 4 hours of daily overlap with US Eastern Time.

• Experience in real estate, proptech, lead generation, or marketplaces that involve wallet or prepaid-balance systems is a plus.

• Familiarity with Intercom, HubSpot, or similar CRM and support platforms is desirable.

• Experience in designing lifecycle email or automation processes is a plus.

• Proficiency in Ukrainian or Russian in addition to English is a plus.

• Expected workload is approximately 50 hours a week for the initial 6 to 9 months while the function is being established.

🏝️ Benefits

• Opportunity for remote work with flexible hours aligned with required US overlap.

• Referral bonus of USD 3,000 after the probation period for successful hires you refer.

• Clear growth trajectory over 12 months to roles such as Head of Retention or Head of Customer Success, including automation of low-touch tiers and one to two direct reports.

• Complete ownership of a metric that directly impacts the P&L, with no intermediaries between you and leadership.

• A new function where you will define how Customer Success operates.

• Access to a robust data infrastructure and an AI-focused team.