Customer Success Manager

Checkstep is a technology company focused on AI-driven content moderation and digital safety solutions for creating safer and more trustworthy online spaces. The Customer Success Manager will own the full post-sale lifecycle for an assigned customer portfolio, including onboarding, account management, renewals, support, growth, and advocacy. The role will also help build and improve the team's onboarding processes, renewal cadence, and account-health tools.

Responsibilities:

• Own onboarding end-to-end against a target 4–6 week time-to-value, using Checkstep's onboarding checklist and questionnaire to keep every account on a repeatable path to launch
• Run the kickoff meeting, technical integration planning, and policy kickoff sessions with each new client, aligning stakeholders on goals, success criteria, and milestones
• Take ownership of the sales-to-CS handoff for every closed-won account, capturing stakeholders, commercials, pain points, and goals in Checkstep's handoff template so nothing gets lost between signature and kickoff
• Coordinate with Product and Engineering on integration testing, policy drafting and tuning, and data validation, and act as the client's advocate when technical or non-technical needs arise
• Run the onboarding wrap-up review and hand each account into steady-state Customer Success with a clean record of what was set up and why
• Serve as the primary point of contact and escalation lead for your portfolio, holding regular check-ins (weekly, biweekly, or monthly depending on account tier) and leading Quarterly Business Reviews
• Maintain a shared Slack channel with each client as a lightweight way to keep them informed on progress, incidents, and new features in real time
• Keep HubSpot current as the single source of truth for each account, including contacts, contract terms, product usage, tier, sentiment, and last touchpoint, rather than letting that context live only in email or Slack
• Track account health proactively and flag churn risk early, such as falling usage, a disengaged champion, or an internal reorganisation on the client side
• Manage the renewal calendar against each contract's notice period (commonly 30/60/90/120 days), making sure both Checkstep and the client have enough runway to prepare
• Prepare renewal recommendations alongside Sales, including pricing strategy, and lead the renewal conversation directly with the client champion
• Identify and pursue upsell opportunities tied to expanding usage or additional product lines (for example, compliance or transparency reporting add-ons), and track progress against NRR and retention targets
• Field day-to-day customer questions about platform use, troubleshoot issues, and route anything requiring engineering attention to the tech team
• Train client teams and Checkstep's BPO partner ecosystem on the platform, contributing to a structured onboarding/certification program so partners can represent Checkstep to their own clients
• Translate new product releases into monthly client-facing updates (features, use cases, what's changed) so customers get consistent value from what's already shipped
• Act as the bridge between customers and Product, Partnerships, and Sales, relaying feature requests and account context and making sure customer input actually reaches the roadmap
• Run periodic customer satisfaction surveys, analyse the results, and turn findings into action on both individual accounts and the broader CS process
• Secure customer references, testimonials, and case studies to support marketing and sales, and represent Checkstep at client-facing events, panels, and conferences

Requirements:

• Proven experience in a customer success or account management role, ideally at a SaaS business or another data-heavy business, with a preference for experience adjacent to Trust & Safety
• Comfortable owning the full post-sale lifecycle, including onboarding, support, and renewals, at an early-stage company where the process is still being built, not inherited
• Strong CRM discipline; you keep account records genuinely current rather than treating them as an afterthought
• Technically curious enough to work through integration plans, policy configuration, and AI model performance conversations with both technical and non-technical stakeholders
• Excellent written and verbal communication, with experience presenting data-driven findings to decision-makers in QBRs and renewal conversations
• Strong understanding of, or genuine interest in, content moderation, digital safety, and AI-driven solutions
• Applicants residing in EST, CST, MTN and PST time zones will be prioritised
• Experience in the Trust & Safety industry, specifically in a client-facing role
• Experience managing BPO or channel partner relationships
• Ability to build and deliver workshops or thought leadership content for customers