Customer Success Manager

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

📋 Description

• Take ownership of the entire post-sale customer experience, which encompasses onboarding, activation, renewals, and growth.

• Enhance customer activation and engagement by tracking utilization, pinpointing dormant or at-risk accounts, and re-engaging them.

• Oversee automations, audience/list configurations, tracking, and suppression to facilitate direct-mail campaigns.

• Identify and resolve technical issues, workflow challenges, and buy-in obstacles.

• Implement onboarding processes aligned with integration setups, automated campaign configurations, and key milestones for the first direct-mail send.

• Develop and refine repeatable onboarding playbooks and collaboratively established launch timelines.

• Assist customers in increasing send volumes, expanding use cases, growing lists, and enhancing campaign frequencies.

• Collaborate with Sales to explore upsell and cross-sell possibilities.

• Monitor book-of-business performance against contracted values and address any instances of underperformance.

• Maintain usage-based health scoring and tailored success plans for individual accounts.

• Elevate systemic issues to product, operations, and data teams as necessary.

• Work in tandem with product, design, operations, and data teams.

• Utilize Claude and other AI tools to identify usage trends, draft customer communications, and produce reports.

⛳️ Requirements

• 5-8 years of experience in Customer Success, Onboarding, or Account Management with complete life-cycle ownership (onboarding, activation, renewals).

• Proven history of achieving usage, adoption, or activation-related metrics.

• Capacity to execute onboarding with urgency, establish timelines, hold customers accountable, and resolve technical challenges.

• High emotional intelligence coupled with strong interpersonal and communication skills.

• Familiarity with marketing automation or SaaS platforms.

• Strong prioritization skills, ability to manage deadlines, and a professional approach to pushing back when necessary.

• Comfort in navigating uncertainty and change within a startup setting.

• Resilient, action-oriented, and capable of thriving under pressure.

• Working knowledge of system integrations, including Zapier, webhooks, and cross-platform workflows.

• Proficient or expert-level proficiency in Google Workspace, including handling large datasets and creating dashboards/pivot tables.

• Understanding of CRM data flows and proficiency in operating within HubSpot and Salesforce.

• Familiarity with Shopify and Klaviyo.

• Knowledge of API logic and data flow mapping sufficient for diagnosing integration challenges.

• Daily use of AI tools, including Claude.

• Exceptional communication skills across email, Slack, Confluence, and other asynchronous platforms.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Equity in a rapidly expanding company.

• 401(k) plan.

• Flexible PTO and paid holidays.