Customer Success Manager, SCI

Surfline department is dedicated to connecting people with the ocean and enhancing their maritime experiences. They are seeking a Customer Success Manager to lead the post-sale journey, ensuring clients receive measurable value from the platform while building and refining customer success processes.

Responsibilities:

• Serve as the primary point of contact for clients post-sale, owning the end-to-end customer experience
• Lead onboarding, ensuring clients are set up for success with clear expectations, goals, timelines, and deliverables
• Align with clients on goals, success metrics, and use cases; track progress and outcomes over time
• Coordinate closely with Camera Operations on installation planning, logistics, and delivery timelines
• Partner with Data Science to ensure accurate, timely, and actionable data delivery
• Manage day-to-day client communication, inquiries, and issue resolution with a proactive mindset
• Drive customer product adoption through training, education, and ongoing engagement
• Monitor client health, satisfaction, and retention; identify risks and address them early
• Collaborate with Sales on renewals, upsells, and expansion opportunities
• Act as the voice of the customer internally, helping shape product and service improvements

Requirements:

• 4-5+ years of experience in customer success, account management, operations, or a similar client-facing role
• Strong track record of managing and growing client relationships post-sale, with clear ownership of outcomes
• Experience operating in ambiguous, fast-moving environments where processes are not fully defined
• Proven ability to build, refine, and scale processes with minimal oversight
• Highly organized, with strong project management skills and attention to detail across multiple work streams
• Excellent communicator who can build trust with diverse stakeholders, from municipal partners to technical teams
• Comfortable working cross-functionally to coordinate complex projects and timelines
• Proactive, resourceful, and solutions-oriented, with a strong sense of ownership and accountability
• Experience working in a startup or early-stage business environment
• Familiarity with government (B2G) or enterprise clients
• Experience with data products, analytics platforms, or technical solutions
• Interest in cutting-edge technology, particularly AI and computer vision
• Background or interest in coastal science, oceanography, or related fields
• Personal passion for the ocean, beaches, or surfing