Customer Success Manager

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

📋 Description

• Conduct onboarding calls, oversee technical implementation, and ensure customers realize value swiftly.

• Collaborate with Account Executives to identify risks that might hinder the transition from pilot to paid.

• Sustain a high rate of conversion from pilot to paid status.

• Proactively engage with accounts and promptly address incoming inquiries.

• Recognize obstacles to adoption and complete feature utilization.

• Facilitate training sessions, Q&A meetings, and regular check-ins.

• Create customer education resources—including video walkthroughs, user manuals, and email content.

• Drive revenue expansion by increasing Net Revenue Retention (NRR).

• Highlight feature requests and product deficiencies to guide our development roadmap.

• Document best practices and develop templates for customer engagement tailored to our brand personas.

• Assist in refining internal processes to minimize customer friction.

• Undertake additional projects that positively impact our objectives.

⛳️ Requirements

• 2-3 years of experience in a customer-facing position at an early-stage B2B SaaS startup.

• Ability to convey complex ideas clearly, both in writing and verbally.

• A strong inclination and enthusiasm for process enhancement, documentation, and operational effectiveness.

• Comfort with technical products.

• Experience with contemporary SaaS tools such as Slack, Notion, HubSpot, and Linear.

• Preference for candidates with retail, CPG, or consumer data experience; a genuine interest in this domain is essential.

🏝️ Benefits

• Base salary ranging from $90K to $110K.

• Performance-driven variable compensation.

• Significant equity options.

• Comprehensive health insurance coverage for you and your family.