{"id":2954387,"url":"https://alion.io/job/getwhys-customer-success-manager","title":"Customer Success Manager","company":{"id":676287,"name":"GetWhys","domain":"getwhys.com","url":"https://alion.io/company/getwhys","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Portland, United States","Boise, United States","New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":115000,"max":130000,"currency":"USD","period":"year","gross":null,"usd_annual":130000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Claude","optional":false},{"name":"Model Context Protocol","optional":false},{"name":"Slack","optional":false}],"status":"live","first_seen_at":"2026-10-20T20:57:59Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-24T00:14:18Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Customer Success Manager\nLocation: Portland (OR), NYC (NY), Boise (ID), and Bozeman (MT)\nReports to: Customer Success Lead\nCompensation: $115,000 - $130,000 + equity\nAbout GetWhys\nGetWhys is a VC-backed SaaS company building AI-powered customer research and messaging tools for product marketers. Companies like Intel, Verizon, Docusign, and Commvault use GetWhys to understand their buyers and craft better messaging, whether in our web app, in Slack, or directly inside AI tools like Claude. We're a small, fast-growing team with large, happy, expanding customers. \nThe Role\nYou'll own a book of customer accounts end to end: onboarding, adoption, and renewal. Accounts range from fast-moving mid-market teams to large enterprises, so you'll calibrate how deep you go with each. You'll be the person each customer trusts, and the one who spots where GetWhys can do more for them.\nThis isn't a traditional CS role. Our customers are sharp marketers and researchers doing complex work, and we’re regularly shipping new features for them. You'll get hands-on with how customers integrate GetWhys into their work, and work closely with our product team to shape what we build. While you don’t need a market research or marketing background, you do need the curiosity to go deep and the credibility to hold your own with PMMs.\nYou’ll be a critical part of helping us build the CS function. Expect to be scrappy, roll up your sleeves, and have real input into the playbooks, processes, and metrics we run on.\nWhat You'll Own\nRenewals\nOwn the renewal motion for your book, from early health checks through signature\nFind and flag opportunities for expansion to sales and the CS lead: new teams, new users, new use cases, and higher tiers\nMultithread beyond your champion and build relationships with marketing leadership\nHelp launch business reviews (QBRs/EBRs) that show customers the value they're getting\nPartner with Sales on upsells and account continuity\nOnboarding & Adoption\nRun onboarding and enablement using our playbooks, and improve them as you go\nDrive time-to-value and adoption across our web app, Slack, and AI integrations (MCP)\nOwn high usage across your book: track activity, diagnose why usage drops, and build reactivation strategies for quiet accounts\nSupport integration setup between GetWhys and customer tools\nCross-Functional\nPartner with Sales on smooth handoffs, joining pilots and pre-sales where a CS perspective helps\nBring the voice of the customer to Product: feedback, friction, and feature requests\nShare wins and patterns with Marketing, including case studies and references\nWhat Success Looks Like\n150%+ net dollar retention across your book\n80%+ of your accounts actively using GetWhys\nProactive account planning\nDeeper adoption over time: more active users per account, and more customers using GetWhys across web, Slack, and their AI tools\nWhat We're Looking For\nRequired Experience\n3-6 years in account management, sales (AE), or customer success with direct ownership of customer relationships, ideally in B2B (SaaS a big plus)\nA track record of strong customer retention: keeping accounts healthy, renewing, and growing usage over time\nExperience with mid-market and enterprise customers, including navigating multiple stakeholders\nWorking knowledge of how B2B marketing teams operate, or the curiosity to learn 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in-person gatherings\nGround-floor opportunity to help build a critical function at a fast-growing startup","description_format":"text","description_chars":4438,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Unlimited PTO","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Market Research","Marketing & Sales AI"],"lifecycle":[{"event":"open","at":"2026-10-20T20:59:30Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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