About The Role
We're hiring a Customer Success Manager to make sure every customer gets real, lasting value from our product. You'll own the customer journey after the sale — onboarding new customers well, driving adoption across their teams, and proactively keeping accounts healthy so they stay, use more, and recommend us. Where support waits for a problem, you get ahead of it.
This is a proactive, outcome-focused role for someone who takes pride in customers who succeed. You'll watch the health signals across your accounts, step in before small frictions become churn, and turn happy customers into engaged, growing ones. Success is measured in adoption, retention, and satisfaction — the numbers that show customers are getting what they came for.
What you'll do
- Own onboarding and time-to-value. Get new customers set up and seeing value as quickly as possible, so their first experience is a strong one.
- Drive adoption and engagement. Understand each customer's goals and actively guide them to use the product in the ways that deliver those outcomes — not just log in, but truly adopt.
- Monitor account health proactively. Watch usage and engagement signals, spot accounts drifting toward risk, and intervene early with a concrete plan before it becomes a churn conversation.
- Reduce churn and drive renewals. Keep customers successful and satisfied so they renew — and make the case for renewal with evidence of the value they've received.
- Run check-ins and reviews. Hold regular, structured conversations that reinforce value, resolve friction, and surface where the customer could get even more from the product.
- Be the bridge to product. Channel clear, data-backed customer feedback to product and engineering so the roadmap reflects what customers actually need.
What we're looking for
- 3–6 years in customer success, account management, or a comparable customer-facing role.
- A track record on measurable outcomes — adoption, retention/churn, CSAT, or NPS. You watch these numbers and can show how you've moved them.
- Excellent communication. You explain things clearly and warmly, and you're equally comfortable guiding a hands-on user and briefing a senior stakeholder.
- A proactive, consultative mindset. You reach out before you're asked, and you think about the customer's goals rather than just answering the question in front of you.
- Comfort with data. You use usage and health data to prioritize your time and prove value.
- Self-direction. You own the success of your accounts end to end, without close supervision.
Nice to have
- Experience supporting a software, app, or subscription-based product.
- Familiarity with customer success or engagement tooling.
- Comfort using AI tools (ChatGPT, Claude, or similar) for drafting and account preparation.
- Proficiency in more than one language, to support a geographically spread customer base.
How you'll be measured
- Adoption — how deeply and actively customers use the product.
- Retention — churn rate and renewal rate across your accounts.
- Satisfaction — a strong, stable CSAT and/or NPS.
- Value realization — customers hitting the outcomes they signed up for, and time-to-value on onboarding.
Skills: customer,csat,b2b saas,onboarding
