Customer Success Manager

Own Your Book of Business

• Manage a portfolio of B2B accounts, serving as the primary point of contact and trusted advisor throughout the customer lifecycle.
• Build and maintain strong executive and champion-level relationships within each account.
• Deliver regular business reviews that tie product usage to customer outcomes and business value.

Drive Retention & Flag Churn Risk

• Monitor account health signals — usage trends, support tickets, stakeholder changes — and proactively intervene before risk escalates.
• Maintain an accurate, up-to-date view of renewal likelihood across your portfolio at all times.
• Develop and execute mitigation plans for at-risk accounts in collaboration with sales and leadership.

Expand Revenue

• Identify organic expansion opportunities — new use cases, additional seats, or adjacent products — and partner closely with Account Executives to execute upsell and cross-sell motions.
• Build multi-threaded relationships within accounts to reduce single-point-of-failure risk and uncover new growth opportunities.

Influence Product

• Aggregate and synthesize customer feedback into clear, prioritized product insights for the Product and Engineering teams.
• Act as a customer advocate internally — bring the voice of the customer into roadmap discussions, QBRs, and sprint reviews.
• Close the loop with customers when their feedback has influenced product decisions.

• Experience in customer success, account management, or a related post-sales role in B2B SaaS or technology — ideally with some exposure to an early-stage or high-growth environment.
• A bias toward action: you don't wait for perfect information to move, you close the loop fast, and you iterate without being asked.
• Scrappy and resourceful — when there's no playbook, you write one. When the tool doesn't exist, you find a workaround. You build the plane while flying it.
• Exceptional attention to detail: your CRM is always current, your follow-ups never slip, and your customers notice.
• Comfortable with ambiguity and change — our product, processes, and priorities will evolve, and you'll evolve with them rather than waiting for things to settle.
• Strong analytical mindset — you're comfortable digging into usage data, building account health models, and presenting findings clearly.
• Clear, confident communicator — written and verbal — who can engage comfortably at the C-suite level.
• Natural collaborator who works effectively across Sales, Product, Support, and Engineering with low ego and high output.

We hire remotely across US time zones.