High Touch Customer Success Manager

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