Customer Success Manager

Uplift Labs is redefining how human movement is analyzed and optimized using cutting-edge AI and computer vision. They are seeking a Customer Success Manager to lead critical aspects of the client journey, focusing on trial onboarding and long-term customer success in a fast-paced startup environment.

Responsibilities:

• Set up and activate trial accounts for new users and enterprise clients
• Deliver onboarding documentation and guide higher-tier accounts through the onboarding process
• Monitor trial usage and data capture quality, flagging issues and providing feedback
• Collaborate cross-functionally to support trial success and conversion
• Guide new customers through onboarding, account setup, and first time use
• Deliver customer training on reports, dashboards, and data interpretation to ensure understanding of our platform’s data
• Serve as the day-to-day point of contact for key accounts, offering ongoing support, education, and periodic checks on the quality of customer data
• Conduct periodic check-ins and maintain a high-touch support model
• Offer technical troubleshooting and support, creating and managing help tickets to track and resolve customer issues
• Generate and deliver invoices and payment links
• Track revenue contract values, payment schedules, and outstanding balances
• Maintain clear records of renewal timelines and account health
• Maintain and update internal docs on customer health and renewals
• Coordinate internal syncs with product and sales teams to share customer insights and feature requests
• Collect internal QA data and assist with new feature and product improvement testing when necessary
• Support on-site events and conferences with on-site data collection and demos

Requirements:

• Minimum 3–5 years in Customer Success, Operations, or Support at a fast-paced tech company or startup
• Experience working with technical products or SaaS platforms
• Strong communication and organizational skills
• Comfortable using CRM software, Excel/Google Sheets, and ticketing systems (e.g., Zendesk, Intercom)
• Detail-oriented and calm under pressure, with a passion for helping others succeed
• Must be able to travel within the US at least once a month on average
• Familiarity with sports, biomechanics, or performance analytics