Customer Success Manager

sojo provides a platform that automates the stocking and delivery of guest amenities for vacation rental properties. The Scaled Customer Success Manager will manage the health, adoption, and retention of a large pooled customer portfolio by using data, automation, digital engagement, reporting, and continuously improved customer success systems.

Responsibilities:

• Own portfolio health. Work with Head of Success to define and maintain a health-scoring model for your segment using product usage, engagement, support, and lifecycle data. Continuously refine the model as you learn which signals actually predict churn or expansion
• Monitor and act on data. Track portfolio-level trends in HubSpot and internal reporting tools, flag accounts drifting into risk or ready for expansion, and run targeted, often automated, interventions (in-app messages, email sequences, outreach campaigns) based on behavioral triggers
• Build scaled engagement. Create digital-first touchpoints (email campaigns, in-app guides, webinars, office hours, self-service resources) that let customers get value without 1:1 attention
• Report on the business. Package portfolio health, adoption trends, and process performance into regular reporting for CS leadership, and use that reporting to prioritize where to invest next
• Continuously improve the system. Regularly audit your health scores, playbooks, and workflows against actual outcomes, and iterate. This role owns the system, not just the queue

Requirements:

• 3+ years in a customer-facing role (Customer Success, Account Management, or similar), ideally with exposure to a scaled/tech-touch or high-volume book of business
• Experience at an early-stage or high-growth startup
• Strong comfort working with data: pulling and interpreting usage and engagement metrics, building or maintaining a health-scoring framework, and using data to prioritize your own work
• Process-oriented mindset: you naturally think in terms of "how do I solve this once for everyone" rather than "how do I solve this for this one customer."
• Experience with HubSpot (or a comparable CRM/marketing automation platform) for managing lifecycle communications and campaigns; comfort picking up internal or proprietary tools quickly
• Excellent written communication. You'll be writing for an audience of hundreds at a time, so clarity and tone matter
• Self-starter who's comfortable with ambiguity and takes initiative building systems rather than waiting for a playbook to be handed to them
• Ability to work in Eastern or Central time zones