Job Description
About the Opportunity: More Than Just a CSM
This is not your typical Customer Success Manager role. In the B2B landscape, our customers look to us not just as a software vendor, but as a strategic partner who gets things done. You will be the face, the hands, and the strategic brain behind our customer relationships. You will not just guide customers; you will actively implement, configure, and problem-solve
for them, ensuring they achieve their goals with minimal effort on their part. You will be comfortable handling a wide array of requests simultaneouslyfrom a strategic business review with a CEO to a hands-on technical configuration for an end-user. This role is for a builder, a doer, and a leader who is excited by the challenge of defining what world-class, high-touch customer success looks like.
Key Responsibilities
- Lead high-touch onboarding and implementation for every new customer, managing setup, configuration, workflow creation, data import, and ensuring First Value within 30 days.
- Drive measurable customer outcomes by building tailored success plans, monitoring health and usage, proactively intervening, and leading ROI-focused QBRs.
- Engineer world-class retention through deep stakeholder relationships, early risk detection, hands-on churn mitigation playbooks, and full ownership of issue resolution.
- Fuel account expansion by acting as a trusted advisor, identifying upsell/cross-sell opportunities, and owning renewals and expansion pipeline growth.
- Build the entire Customer Success playbook and operational foundationdefining processes, selecting/implementing tools, creating reporting systems, dashboards, and data-driven KPIs.
- Serve as the voice of the customer to Product/Engineering while also hiring, training, and leading a growing CS team with clear KPIs, culture, and career paths.
Job Requirements
Required Skills & Qualifications
- 3-5 years of experience in the relevant field.
- Proven startup operator who thrives in ambiguity, embraces resource constraints, and turns lack of process into opportunity.
- Builder and scaler with experience creating playbooks, workflows, and systems from scratch to grow a high-touch model from early customers to large-scale adoption.
- Customer-obsessed service mindset, consistently delivering done-for-you support with empathy, patience, and a track record of going above and beyond.
- Player-coach leader who can design the vision for a function while also executing hands-on tactical work and leading by example.
- Strategic and operational thinker who connects customer goals to product capabilities, communicates flawlessly, manages expectations, and executes reliably.
- High-agency problem-solver with extreme ownership, calm prioritization under pressure, and the ability to triage and resolve issues without waiting for direction.
