Customer Success Manager

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

📋 Description

• Take ownership of the health, success, and growth of a customer portfolio, encompassing onboarding, adoption, retention, expansion, and advocacy.

• Assess account health, pinpoint risks, and devise data-driven success plans that align with customer ROI.

• Establish multithreaded relationships with both technical and business stakeholders, including executives.

• Facilitate onboarding calls, quarterly business reviews (QBRs), roadmap discussions, and resolve escalations.

• Collaborate with Sales, Product, Support, and Engineering teams to advocate for customer needs and influence the product roadmap.

• Generate and qualify expansion leads (CSQLs) through discovery, usage insights, and strategic dialogues.

• Enhance customer success playbooks, tools, and automation as the organization scales.

• Utilize AI to optimize workflows, identify risks, generate content, and improve customer interactions.

• Transform customers into active advocates through case studies, testimonials, reference calls, and similar advocacy initiatives.

⛳️ Requirements

• A minimum of 2 years experience as a Customer Success Manager within a growing B2B SaaS company, ideally in the $50M–$100M ARR range.

• Proficiency in customer success practices, including success planning, adoption strategies, risk management, QBRs, value mapping, and CSQL generation.

• Practical technical experience with databases such as Postgres, SQL, AWS, or Azure, or background in developer relations, data engineering, or related fields.

• Capacity to bridge the gap between business objectives and technical complexities.

• Experience in developing or refining customer success playbooks, customer journeys, and internal tools.

• Strong time management, organizational, and prioritization abilities.

• Familiarity and active engagement with AI tools like GPT, Claude, or Zapier AI.

• Excellent written, verbal, and asynchronous communication skills.

• Capability to perform effectively in fast-paced, ambiguous settings.

• Interest in technical products, databases, and infrastructure.

• Ability to lead conversations with customers at both technical and executive levels.

🏝️ Benefits

• Flexible paid time off (PTO) and comprehensive family leave options.

• Enjoy Fridays off during the month of August.

• Opportunities to work fully remotely from anywhere in the world.

• Stock options available for long-term growth potential.

• Monthly stipend for WiFi expenses.

• Access to professional development and educational resources.

• Premium insurance options available for you and your family (for US-based employees).