Customer Success Manager
Own onboarding, adoption, retention, renewals, and expansion for strategic SaaS customers while building scalable Customer Success processes. The role requires at least five years of customer-facing experience, SaaS or account management expertise, strong executive communication, and technical fluency.
About the job
Responsibilities
- Drive the post-sales experience from adoption through renewal in partnership with Sales and Business Operations.
- Own account planning, success tracking, onboarding, implementation planning, and team alignment.
- Build and maintain relationships with high-touch, high-ARR customers.
- Triage, resolve, and track customer-reported issues; escalate to Engineering when needed and communicate updates clearly.
- Champion customer needs in product roadmap discussions and maintain customer feedback loops.
- Use data and customer insights to design scalable engagement strategies.
- Improve Customer Success workflows, tooling, onboarding, QBRs, and feedback programs.
- Partner cross-functionally with Sales, Product, and Engineering.
Requirements
- 5+ years of customer-facing experience, including 2+ years in SaaS Customer Success or Account Management.
- Experience managing high-ARR, high-touch customers with strategic complexity.
- Track record of delivering customer and business outcomes.
- Technical fluency for implementations and product deep-dives.
- Excellent executive-level communication and presentation skills, including QBR facilitation.
- Strong organizational skills and comfort working in fast-paced, ambiguous startup environments.
- Availability for core Pacific Time working hours.
Nice to Have
- HubSpot experience.
- Experience in fintech, legaltech, healthtech, or govtech.
- Series A, Series B, or early-stage SaaS experience building Customer Success processes from scratch.
- Founding CSM or early Customer Success team experience.
- Consulting background.
Compensation and Benefits
- $120,000–$155,000 annual salary.
- Meaningful equity.
- Unlimited PTO and 14 company holidays.
- 12 weeks of fully paid parental leave with a flexible return-to-work policy.
- Comprehensive medical, dental, and vision plans.
- 401(k) retirement plan.
- Annual company offsites.
Skills
Customer Success, Account Management, SaaS, HubSpot, QBRs, Customer Onboarding, Implementation, Account Planning, Product Feedback, Issue Management, Customer Relationship Management, Data Analysis
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