Staff Customer Success Manager

What You’ll Do

Own Strategic Accounts End-to-End

• Serve as the primary post-sale owner for high-impact, high-visibility customers
• Drive executive-level alignment on business goals and measurable outcomes
• Ensure deployments move from contract to meaningful production usage quickly

Drive Adoption & Commercial Growth

• Identify underutilization and remove barriers to deeper embedding
• Surface expansion opportunities tied to customer workflows and risk exposure
• Partner closely with Sales on renewals and strategic growth motions
• Be accountable for retention and expansion revenue across your portfolio
• Use advanced AI tools to build systems that help us grow

Translate Product Into Business Impact

• Understand customer workflows well enough to connect product capabilities to operational and financial outcomes
• Lead quarterly business reviews that demonstrate ROI and strategic value
• Turn performance data into actionable insights that influence customer strategy
• Leverage AI to turn data into insights
• Partner cross-functionally with leadership to shape the future our product

Build the Playbook

• Help define segmentation, engagement models, and risk signals
• Develop scalable frameworks for launches, renewals, and expansion
• Influence product roadmap through structured customer feedback
• Raise the bar on what "great" customer partnership looks like in a new market

What We’re Looking For

• 6–10+ years in Customer Success, Strategic Account Management, or a hybrid post-sale role in B2B SaaS
• Experience owning enterprise or high-growth accounts with meaningful revenue responsibility
• A track record of driving both retention and expansion
• Comfort navigating executive stakeholders and technical teams
• Experience operating in startup or high-growth environments
• An obsession with experimentation of AI into your workflows
• An A-player mindset with a strong bias for action

Technical fluency required to:

• Lead customer integrations
• Diagnose adoption friction
• Speak confidently with product and technical stakeholders
• Work within applications like Zendesk, Salesforce, Google Apps, Lovable, Claude and BI tools like Looker and Omni