Customer Success Manager

Job Description

Job Description

Description:

Job Summary:  

The Customer Success Manager is a key, customer-facing role responsible for ensuring customers maximize value from Flueid’s products and services while maintaining strong, durable relationships that reduce churn and protect long-term revenue.

This role partners closely with Sales, Product, Marketing, Operations and other cross-functional stakeholders to manage and grow customer relationships throughout the full lifecycle—from onboarding and implementation through adoption, optimization, and ongoing account health. The Customer Success Manager proactively identifies risk, addresses customer needs, and drives product adoption to improve retention, satisfaction, and long-term success.

A core component of this role is serving as the voice of the customer and an advocate for them to the organization. It requires understanding their needs and communicating that internally, while translating technical and industry-specific information into clear, actionable guidance externally. Strong communication, documentation, and reporting skills are essential to effectively track customer health, surface risks early, and ensure alignment across internal teams.

We are also looking for someone who is genuinely curious about AI and new technology, and comfortable teaching themselves the tools that help customers succeed. As Flueid continues to evolve, this role suits someone who leans into new ways of working rather than waiting to be shown.

Duties & Responsibilities:

Customer Advocacy & Account Management

• Serve as the primary point of contact for assigned customer accounts, building trust and long-term partnerships.
• Develop a deep understanding of customer operations, goals, and pain points.
• Identify churn risk signals early and proactively develop mitigation strategies.
• Provide recommendations aligned to Flueid’s Solution Package Framework.
• Conduct regular customer check-ins and business reviews to ensure satisfaction, adoption, and account health.
• Lead customer meetings, including agenda preparation and distribution of meeting notes.
• Communicate customer feedback, risks, and opportunities internally and advocate for solutions.
• Identify upsell and cross-sell opportunities in partnership with Sales.

Onboarding & Implementation

• Support planning and execution of customer onboarding and implementation, ensuring milestones and timelines are met.
• Partner with Product and PMO teams to manage dependencies, resolve issues, and escalate risks as needed.
• Deliver training and develop materials that support successful product adoption.
• Communicate implementation progress with internal and external stakeholders.

Performance Tracking & Reporting

• Monitor customer performance, adoption, and usage metrics; take action when thresholds are not met.
• Track and analyze customer feedback (qualitative and quantitative).
• Generate regular reports with insights, trends, and recommendations.
• Communicate positive outcomes and escalate concerns to Sales and the VP of Operations.

Problem-Solving & Support

• Address customer requests promptly and professionally.
• Submit and manage support tickets, collaborating with internal teams to meet resolution timelines.
• Coordinate with Sales, Product, PMO, Marketing, and Operations to improve the customer experience.
• Identify new engagement opportunities through enablement materials, thought leadership, or strategic initiatives.

Administrative Responsibilities

• Maintain accurate customer documentation, including project plans, records, and milestones.
• Document customer interactions, updates, and progress in the Sales and Customer Success Pipeline or other tracking systems.
• Communicate product updates and release notes to customers.
• Perform other duties as assigned.

Requirements:

Required Skills/Requirements:  

Education & Experience

• Bachelor’s Degree (required).
• 2-5 years experience in customer success, sales, or account management (preferred).
• Experience in the Title Insurance, Lending, or Real Estate industries (preferred).

Technical Skills

• Proficiency with CRM platforms for tracking customer interactions and account health.
• Strong working knowledge of project management and documentation tools (e.g., Airtable, Confluence).
• Ability to generate and analyze reports using AI tools and artifacts. 
• Ability to understand and explain product features to non-technical users.
• Experience optimizing and leveraging AI and automation tools to improve operational efficiency.

Communication Skills

• Clear, concise written and verbal communication with customers and internal teams.
• Ability to translate technical information into industry-specific, customer-friendly context.
• Strong active listening skills to identify needs and resolve issues efficiently.

Problem-Solving & Organizational Skills

• Demonstrated ability to troubleshoot issues and coordinate cross-functionally to resolve customer concerns.
• Proactive mindset focused on preventing issues before they escalate.
• Exceptional attention to detail and strong time-management skills.
• Ability to manage multiple customer accounts simultaneously.

Collaboration & Adaptability

• Team-oriented approach with strong interpersonal skills.
• Comfort operating in a fast-paced environment with changing priorities.
• Willingness to learn new tools, processes, and customer requirements.
• AI-curious and forward-thinking, with a self-service mindset toward learning new tools and finding smarter ways to support customers.

Results Orientation

• Track record of meeting or exceeding performance metrics.
• Focus on driving adoption, retention, and continuous improvement.

Bonus Qualifications

• Experience working in Airtable and Confluence.
• Background in Operations or Project Management.
• Ability to work in Santa Barbara or Austin.

Physical Demands:

• Ability to travel up to 15% annually for business purposes.
• Ability to perform essential job functions consistent with ADA, FMLA, and applicable regulations.
• Regular attendance and punctuality.
• Prolonged periods of sitting and working at a computer; occasional standing, walking, and lifting up to 25 pounds.
• Clear vision and ability to communicate effectively via phone and video.