Customer Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager based in United States.

As a Customer Success Manager, you will own the post-sales experience for a portfolio of high-impact customers, driving adoption, retention, renewals, satisfaction, and growth. You will serve as the primary point of contact from onboarding through long-term account success, partnering closely with Sales, Business Operations, Product, and Engineering. The role combines strategic account management, technical implementation, issue resolution, and customer advocacy. As an early member of the Customer Success organization, you will also help build the processes, playbooks, tooling, and programs needed to scale the function effectively. You will use customer insights and data to improve engagement strategies and strengthen the overall customer journey. This is a high-ownership opportunity for a customer-focused professional who thrives in a fast-moving, ambiguous environment and enjoys building systems while managing strategic relationships.

Accountabilities

• Own the post-sales customer journey from onboarding and adoption through renewal, working closely with Sales and Business Operations to drive customer and business outcomes.
• Develop account plans, define success goals, track progress, and maintain alignment across internal teams and customer stakeholders.
• Establish post-sale requirements and onboarding plans to deliver seamless and high-impact implementation experiences.
• Build and maintain strong relationships across customer accounts, earning trust and identifying opportunities to deepen engagement and value.
• Triage, resolve, document, and track customer-reported issues, escalating technical matters to Engineering when necessary and ensuring timely communication through resolution.
• Advocate for customer needs internally and contribute customer feedback and insights to product roadmap discussions and prioritization.
• Use customer data and insights to design engagement strategies that can scale across accounts and different stages of the customer lifecycle.
• Help develop and continuously improve Customer Success workflows, tooling, playbooks, and customer-facing programs such as onboarding, Quarterly Business Reviews (QBRs), and feedback collection.
• Partner cross-functionally with Sales, Product, Engineering, and Business Operations to achieve Customer Success priorities.
• Contribute to the development of scalable operating models and foundational processes as the Customer Success function grows.

Requirements

• 5+ years of customer-facing professional experience, including at least 2 years in Software as a Service (SaaS) Customer Success or Account Management.
• Proven experience managing high-Annual Recurring Revenue (ARR), high-touch customer accounts involving strategic complexity and multiple stakeholders.
• Demonstrated track record of delivering measurable customer and business outcomes through creative and effective solutions.
• Strong customer-centric mindset combined with sufficient technical fluency to confidently participate in implementations and detailed product discussions.
• Excellent executive-level communication and presentation skills, with the ability to communicate complex topics clearly and lead Quarterly Business Review (QBR)-level conversations.
• Strong organizational and prioritization skills, with the ability to manage multiple accounts, projects, and competing priorities.
• Comfortable operating in fast-paced, ambiguous environments where priorities can shift quickly.
• Strong ownership, adaptability, and problem-solving skills, with a willingness to take initiative and build processes from the ground up.
• Comfortable working core hours aligned with Pacific Time.
• Experience with HubSpot is a plus.
• Experience in regulated industries such as financial technology, legal technology, health technology, or government technology is a plus.
• Experience at a Series A, Series B, or early-stage SaaS company where you helped establish Customer Success processes from scratch is preferred.
• Experience as a founding or early Customer Success hire is a plus.
• Consulting experience is a plus.

Benefits

• Base salary of $120,000-$155,000 USD.
• Meaningful equity.
• Remote-first work within the United States.
• Annual company offsites in a variety of locations.
• Unlimited Paid Time Off (PTO) plus 14 company holidays.
• 12 weeks of fully paid parental leave with a flexible return-to-work policy.
• Comprehensive medical, dental, and vision insurance plans.
• 401(k) retirement plan.
• Opportunities for professional growth and development.
• Opportunity to work on high-impact, high-priority initiatives within a dynamic environment.
• Opportunity to help shape and scale a growing Customer Success function.