Founding Customer Success Manager

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

📋 Description

• Establish and lead the Customer Success department for a new business segment.

• Oversee the entire customer lifecycle from the sales handoff through to kickoff, implementation, configuration, training, adoption, customer health, business reviews, renewals, expansion, and advocacy.

• Document the customer journey and implement standardized onboarding procedures.

• Conduct hands-on data cleanup and onboarding from spreadsheets, financial records, and legacy systems into organized customer data.

• Develop frameworks for customer health, establish reporting cadences, and create playbooks for onboarding, renewals, expansions, and business reviews.

• Configure HubSpot to effectively manage and report on the customer lifecycle.

• Generate knowledge bases, internal documentation, and operational reports.

• Define KPIs for Customer Success and link customer health to outcomes for renewals and expansions.

• Initiate and take ownership of a Voice of Customer program.

• Collaborate with Product on issues related to adoption blockers, feature prioritization, and roadmap contributions.

• Convert customer feedback and outputs from AI underwriting models into actionable insights.

• Work cross-functionally with Sales, Marketing, Operations, Finance, and Leadership.

• Document requirements and recommend timing for future Customer Success hiring.

• Develop scalable systems and documentation for the prospective Customer Success organization.

⛳️ Requirements

• Over 5 years of experience in Customer Success, account management, or a similar client-facing position.

• Significant tenure at an early-stage SaaS company (seed through Series B), preferably contributing to the establishment of the Customer Success function.

• Proven experience in creating onboarding programs, customer playbooks, and a customer health framework from the ground up.

• Strong technical skills and fluency in AI.

• Ability to utilize AI tools, comprehend AI-driven models and outputs, and work directly with complex, disparate data.

• Comfortable managing renewals and driving expansion as an individual contributor.

• Extensive experience in CRM administration (HubSpot or equivalent).

• High level of ownership, a builder mindset, and comfort with uncertainty.

• Commercially oriented and customer-focused.

• Exceptional written and verbal communication skills with an executive presence.

• Willingness to travel as required for customer and team interactions.

• Candidates must be authorized to work in the United States without employer-sponsored visa assistance currently or in the future.

🏝️ Benefits

• Comprehensive Private Health Care Plan (Medical, Dental & Vision).

• Company contributions to HSA for HDHP participants.

• Flexible Spending Accounts (Health & Dependent Care).

• Company-Paid Short-Term Disability Coverage.

• Optional Long-Term Disability, Life, AD&D, and Supplemental Coverage Options.

• 401(k) Plan with Company Match.

• Paid Time Off (including Vacation, Sick Leave & Select Holidays).

• Paid Parental Leave.

• Opportunity for discretionary bonuses.