High Touch Customer Success Manager
Partner with ~60 mid-market B2B SaaS customers ($1.5M+ ARR) to drive adoption, deliver strategic guidance, conduct trainings, and maximize long-term value. Requires 2+ years of CS experience managing complex technical products.
About the job
Role Requirements
- Strong track record of Customer Success experience in B2B SaaS (at least two years), supporting customers through the adoption and long-term optimization of complex technologies
- Experience managing a portfolio of approximately 60 mid-market customers with over $1.5M in total ARR
- Experience partnering cross-functionally with teams such as Sales, Marketing, Product, Support, and Operations
- Experience becoming a product expert; demonstrated ability to create "aha" moments by tailoring trainings, workflow guidance, and strategic recommendations
- Experience with technically complex products; strong curiosity and problem-solving skills to understand systems, workflows, and integrations
You Should Apply If
- Demonstrate mastery of clear communication; ask questions with precision and explain complex concepts in simple terms
- Great listener who provides the voice of the customer to internal stakeholders
- Enjoy working with a larger book of varied customers and can effectively prioritize time
- Energized by learning and supporting a complex product; enjoy diving deep into technical details, navigating advanced configurations, and data workflows
- Love to teach, whether explaining complex reports to data analysts or workflows to new recruiters
- Detail-oriented; peers describe you as someone who obsesses over crisp follow-up emails and takes pride in internal operations like real-time CRM updates
- Move fast and leverage tools/technology to maximize time
- Energized by an ever-improving work environment and continuous improvement
- Always looking for ways to improve work through data
Why You Shouldn't Apply
- Thrive with a smaller, more focused book of customers
- Interested in managing customer accounts with well-defined touchpoints rather than the fluidity required of early-stage CS work
- Shine as an exclusively commercial CSM motivated by variable compensation (this role does not include variable pay)
- Afraid of rolling up sleeves and getting in the weeds with customers on granular details
Benefits
- 10-year exercise window for stock options
- Unlimited PTO with four weeks recommended per year
- Twelve weeks of fully paid family leave in the US
- Generous equipment, software, and office furniture budget
- $100/month education budget with manager approval for more expensive items like conferences
Skills
B2B SaaS, Customer Success, Customer Adoption, Product Training, Cross-Functional Collaboration, CRM, Data Workflows, Technical Problem Solving, Stakeholder Management, Customer Retention
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