Founding CSM

Singulate is a dynamic company seeking its first dedicated Customer Success Manager (CSM) to build the customer success motion from scratch. The role involves designing onboarding structures, managing pilot accounts, and providing messaging advisory to B2B marketers, while closely collaborating with the Head of GTM.

Responsibilities:

• Build the onboarding playbook, activation milestones, health scoring framework, and renewal motion — from nothing. Document everything so it scales
• Define what customer success looks like at Singulate in close collaboration with the Head of GTM
• Own pilot accounts end-to-end from AE handoff through conversion to paid. Execute against clearly defined success criteria
• Push back on incomplete handoffs. You're empowered to flag when a deal isn't ready to pass
• Review customer email copy, campaign structure, and lifecycle strategy — and give feedback that moves the needle, not just surfaces it
• Surface patterns across accounts to GTM: what's driving activation, what's causing churn risk, what copy is working and why
• Own renewals and expansion. Identify and close upsell opportunities tied to measurable outcomes
• Turn strong customer results into case studies, referrals, and references — proactively
• Own account health tracking in HubSpot — clean data, clear statuses, always knowing the next action for every customer