GTM Customer Success Manager

Warmly is an AI-native GTM platform that enhances business operations through innovative technology. The GTM Customer Success Manager will oversee the entire customer journey, focusing on onboarding, implementation, and retention to ensure customer satisfaction and business growth.

Responsibilities:

• Own Renewals End to End: Lead every renewal conversation from first touch to closed deal. Proactively mitigate churn risk and deliver against 85% GRR and 110% NRR targets for your book of business
• Onboard & Implement: Manage smooth handoffs from Sales, lead structured implementations, configure the product, build out custom workflows on behalf of customers, and deliver training that drives early adoption
• Drive Adoption & Value: Monitor usage, remove friction, and guide customers toward achieving their success criteria. Get hands-on with the product to ensure customers are leveraging the full power of Warmly’s platform
• Expand & Advocate: Identify growth opportunities, partner with Sales on expansion, and foster customer champions who amplify Warmly’s impact within their organizations
• Go to Market Expertise: Understand how leads flow through the customer’s sales and marketing tech stack. Advise on best practices across HubSpot, Salesforce, and the broader GTM toolset to ensure Warmly integrates seamlessly into their revenue engine
• Voice of the Customer: Gather customer feedback to help inform the product roadmap, partner closely with Product and Support, and train customers on new features as they are rolled out

Requirements:

• 3+ years in Customer Success, Implementation, or Account Management in B2B SaaS, with a proven track record of owning renewals and hitting retention targets
• Direct experience managing renewals end to end and accountability for GRR/NRR metrics
• Hands-on proficiency with HubSpot and Salesforce — you understand CRM architecture, pipeline stages, and how data moves across the GTM stack
• Deep understanding of how leads funnel through the sales and marketing tech stack, from top-of-funnel acquisition through closed-won and beyond
• Comfortable diving into the product: building workflows, configuring integrations, and getting technical on behalf of customers
• Thrives outside the traditional CS box — you're energized by wearing multiple hats and tackling challenges that span implementation, strategy, and revenue
• Strong project management and relationship-building skills with excellent consultative abilities
• Process-oriented with a track record of improving or building CS motions from scratch
• Customer-first mindset and thrives in a fast-paced, evolving startup environment
• Implementation experience — you've led onboarding and technical setup for customers in a prior role
• Knowledge of working with APIs and building custom workflows or integrations
• HubSpot, Salesforce, Marketo, Outreach, Salesloft, Apollo, Clay