Customer Success Manager (CSM) – Growth & Retention (US Remote)

Birrdi is a fast-growing software platform that powers bookings, memberships, access control, and payments for indoor golf simulator businesses. They are seeking a Customer Success Manager to own the post-sales customer experience, focusing on retention, account health, feature adoption, and expansion.

Responsibilities:

• Own post-sales customer relationships
• Serve as the primary point of contact after a customer is live
• Build long-term relationships with operators and decision-makers
• Ensure customers feel supported and confident using Birrdi
• Drive retention and account health
• Monitor usage patterns and identify risk signals
• Proactively reach out to at-risk accounts
• Conduct periodic business reviews and strategic check-ins
• Reduce churn by solving operational friction early
• Increase feature adoption and expansion
• Identify opportunities for deeper product usage
• Educate customers on tools such as memberships, credits, loyalty, events, and marketing features
• Partner with leadership to drive expansion revenue
• Manage escalations and complex issues
• Step in on higher-level support matters
• Coordinate with product and engineering when necessary
• Ensure customers receive clear communication and resolution
• Improve internal processes
• Document recurring customer themes
• Provide feedback to product based on usage trends and feature requests
• Help refine playbooks for long-term account management

Requirements:

• 2–5 years of experience in Customer Success, Account Management, or client-facing SaaS roles
• Strong communication skills over Zoom, phone, and email
• Comfortable advising business owners and operators
• Ability to spot risk and act proactively
• Highly organized and detail-oriented
• Strong problem-solving and critical-thinking abilities
• Comfortable working independently in a remote startup environment
• Experience in SaaS or reservation/booking software
• Experience working with hospitality, indoor golf, or experience-based businesses
• Familiarity with Square or payment systems
• CRM experience and account lifecycle management