Customer Success Manager

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

📋 Description

• Lead efforts in retention, renewals, customer satisfaction, and growth within a portfolio of high-impact clients.

• Act as the main point of contact from the closure of deals through onboarding, implementation, and ensuring long-term success.

• Manage the post-sales experience from adoption to renewal in collaboration with Sales and Business Operations.

• Oversee account planning, success tracking, and alignment within the team.

• Establish post-sale requirements and onboarding strategies.

• Develop and maintain strong customer relationships.

• Address, resolve, and monitor customer-reported issues, escalating to Engineering when necessary.

• Advocate for customer needs within the product roadmap and influence prioritization.

• Utilize data and customer insights to create scalable engagement strategies.

• Design and enhance internal workflows, tools, onboarding processes, QBRs, and methods for capturing feedback.

• Collaborate cross-functionally with Sales, Product, and Engineering teams.

• Aid in the expansion and refinement of essential Customer Success playbooks, processes, and tools.

⛳️ Requirements

• A minimum of 5 years in customer-facing roles, including at least 2 years in SaaS Customer Success or Account Management.

• Experience managing high-ARR, high-touch clients with significant strategic complexities.

• Demonstrated success in achieving customer and business outcomes through innovative solutions.

• A customer-focused mindset with technical proficiency for implementations and in-depth product analyses.

• Exceptional communication and presentation skills at the executive level.

• Strong organizational abilities.

• Ability to thrive in a fast-paced, dynamic startup setting with changing priorities.

• Willingness to work during core Pacific Time hours.

• Familiarity with HubSpot.

• Experience in fintech, legaltech, healthtech, or govtech sectors.

• Background in early-stage SaaS, particularly in building Customer Success processes from the ground up.

• Experience as a founding Customer Success Manager or one of the initial CSMs.

• A background in consulting.

• Legal authorization to work in the United States.

• No current or future requirement for employment-based visa sponsorship to work in the United States.

🏝️ Benefits

• Remote-first work environment within the U.S.

• Annual offsite meetings held in exciting locations.

• Meaningful equity opportunities.

• Unlimited paid time off plus 14 company holidays.

• 12 weeks of fully paid parental leave with a flexible return-to-work policy.

• Comprehensive medical, dental, and vision insurance plans.

• 401(k) retirement savings plan.

• Opportunities for professional development and growth.