Customer Success Manager

Customer Success Manager

This role is an opportunity to shape lasting relationships with enterprise customers in a fast-growing AI and SaaS environment. You will own a portfolio of strategic accounts and guide customers throughout the post-sale journey, from onboarding through renewal and expansion. Your work will directly influence adoption, retention, revenue growth, and the long-term value customers realize from the platform. You will partner with technical and business stakeholders, translating complex technology into practical solutions and measurable outcomes. The position is highly hands-on, combining customer strategy, relationship management, technical conversations, and commercial growth. You will collaborate closely with internal teams to resolve challenges, identify opportunities, and continuously improve the customer experience. This is a fully remote role for candidates based on the U.S. East Coast, with significant autonomy and room to make a visible impact.

Accountabilities:

As a Customer Success Manager, you will manage enterprise relationships throughout the customer lifecycle, balancing strategic account leadership with hands-on execution. Key responsibilities include:

• Own a portfolio of enterprise customers and serve as their primary point of contact throughout the post-sale lifecycle, including renewals and expansions.
• Lead successful customer onboarding and drive product adoption by working with stakeholders at different organizational levels.
• Run customer kick-off calls, project meetings, Quarterly Business Reviews, renewal discussions, and other strategic engagements.
• Identify and develop expansion opportunities, including upsell and cross-sell initiatives that contribute to revenue growth.
• Proactively identify customer challenges, manage escalations, and maintain clear and consistent communication.
• Drive business value realization by helping customers achieve measurable outcomes and continuously communicating that value through data, insights, and results.
• Maintain accurate account health assessments and renewal forecasts to support retention planning.
• Develop strong relationships with technical, IT, and business stakeholders and confidently navigate technical conversations.
• Understand customer needs and translate them into actionable internal priorities through effective cross-functional collaboration.
• Contribute to a scalable customer success approach as the organization and customer portfolio continue to grow.

Requirements:

The ideal candidate combines customer success expertise with commercial awareness, technical fluency, and strong relationship-building skills. You should be comfortable working independently in a startup environment and capable of engaging confidently with enterprise customers.

• Experience managing a portfolio or book of business, including onboarding, QBRs, renewals, and ongoing account management.
• Proven experience driving upsells and cross-sells and contributing directly to revenue growth.
• Experience working with large customers in a SaaS or technology environment.
• Previous experience in a technical role or regular experience working directly with technical and IT stakeholders.
• Ability to understand technical products and explain them credibly to customers and business stakeholders.
• Ability to deliver short product demonstrations and configure business logic independently when needed.
• Strong customer relationship management skills and a track record of building lasting partnerships.
• Excellent interpersonal and communication skills, with the ability to communicate clearly and effectively with diverse stakeholders.
• Highly structured and organized approach to managing multiple customers, priorities, and initiatives.
• Strong problem-solving skills and sound judgment around when and how to escalate technical or customer issues.
• Demonstrated ability to collaborate effectively with internal and external stakeholders across functions.
• Comfortable working in a hands-on, fast-paced startup environment where priorities can evolve quickly.
• Must be located in and a resident of the United States, with preference for candidates on the East Coast.
• Must be authorized to work in the United States, as visa sponsorship is not available for this position.

Benefits:

• Base salary of $85,000–$102,000 for mid-level candidates, plus equity and $15,000–$18,000 commission.
• Base salary of $107,000–$128,000 for senior-level candidates, plus equity and $18,000–$22,000 bonus.
• Fully remote work environment.
• Flexible working hours.
• Dedicated remote-work budget.
• Professional development stipend.
• Six paid education days to support continued learning and career growth.
• Unlimited paid time off.
• Paid sick leave and public holidays.
• MacBook and additional technology to support your work.
• Health benefits.
• 401(k) contribution with up to a 4% employer match.
• Equity options.
• Regular remote team events and an annual company-wide offsite.