Customer Success Manager

You will manage the full customer lifecycle for a portfolio of startup and enterprise accounts. You will improve customer health and retention, lead onboarding and training, build scalable playbooks, conduct executive business reviews, partner with Sales on expansion, and share customer feedback with Product and Design.

Responsibilities

• Own customer health, gross retention, and net dollar retention across the portfolio
• Design and lead onboarding and training programs for new accounts
• Build playbooks for customer journeys and develop one-to-many programs
• Navigate stakeholder relationships and conduct executive business reviews
• Partner with Sales to identify and convert high-potential accounts
• Channel customer feedback to Product and Design

Requirements

• 5+ years of B2B SaaS experience in Customer Success, Account Management, or a similar customer-facing role
• Startup experience, preferably at PLG companies
• Experience managing high-touch strategic accounts and scaled customer programs
• Data-driven approach to customer health
• Ability to discuss APIs and SSO with stakeholders
• Active use of AI tools and ability to articulate AI best practices to customers

Benefits

• Equity