Customer Success Manager

Role Overview

• Own a portfolio of accounts from post-onboarding through long-term success
• Translate customer goals into concrete success plans tied to operational and CX metrics
• Diagnose performance issues and lead improvement plans with clear owners and timelines
• Hold customers and internal teams accountable when progress stalls
• Track and communicate impact clearly using data, not anecdotes
• Master all product features, common use cases, and understand our integration capabilities
• Explain technical concepts clearly to non-technical stakeholders
• Understand complex automations and provide best practice recommendations
• Consistently demonstrate new features to clients and tailor product updates based on specific needs
• Understand the cost, headcount, and revenue implications of CX decisions
• Engage confidently with senior stakeholders including CX leaders and executives
• Identify expansion opportunities rooted in demonstrated value
• Quantify and communicate customer ROI using metrics tied to cost savings, efficiency, or revenue impact
• Navigate procurement, pricing conversations, and contract tradeoffs with confidence
• Turn vague customer problems into clear problem statements and execution plans. May include partnering with other teams including sales, services or product to achieve client outcomes
• Bring structured, well-scoped customer feedback back to the product and engineering teams
• Participate in cross-functional projects and develop strong internal partnerships
• Mentor team members and influence others' professional growth
• Lead training sessions with key stakeholders
• Create customer-facing content, training materials, and improve existing documentation
• Design and facilitate strategy sessions, workshops, updates, and webinars showcasing advanced use cases
• Engage actively in our private Slack community as a thought leader and trusted resource

Requirements

• 3+ years in Customer Success Management, account management, or client-facing strategic roles with more technical and complex software solutions.
• Proven track record with customer service technology platforms or e-commerce ecosystems
• Demonstrated success renewing and expanding enterprise customers in complex, high value accounts
• Experience working closely with product and engineering teams
• Comfort operating in fast-moving, evolving environments

Benefits

• Meaningful impact. Your work directly shapes our product and company.
• Globally distributed team working at the bleeding edge of CX and AI.
• Great salary plus the opportunity for equity or stock grants.
• Learning budget. If you're growing, so are we.
• The thrill of building something new. Join us at a stage where your contributions matter most.
• AI-fluency. Make AI your second nature.
• Tackle unsolved problems. We’re redefining how customer experience will look like in the next decades.