Customer Success Manager

AIApply is looking for a Customer Success Manager to own the experience of the job seekers and teams who rely on our AI-powered application tools every day. You will run onboarding, drive adoption, resolve issues quickly, and turn what customers tell you into product improvements. This is a remote-friendly role with high autonomy and direct access to the founders.ResponsibilitiesOwn the end-to-end customer journey: onboarding, activation, adoption, renewal and expansion.Handle inbound support across email and chat with speed, empathy and accuracy, and keep response and resolution times tight.Build help centre content, macros, onboarding flows and in-product education that reduce repeat questions.Monitor usage data to spot at-risk accounts early and run proactive save motions.Aggregate feedback into clear, evidence-backed product requests and follow them through to release.Report on CSAT, retention, churn reasons and support volume, and act on the trends you find.Qualifications2+ years in customer success, account management or senior support at a SaaS or subscription business. Outstanding written English, comfort with helpdesk and CRM tooling such as Intercom, Zendesk or HubSpot, and a data-aware approach to retention. You are organised, calm under volume, and build process rather than firefighting indefinitely.RequiredMust-haves: 2+ years customer success or senior support experience in a subscription product, excellent written communication, hands-on helpdesk/CRM experience, and a track record of improving retention or customer satisfaction.SkillsCustomer successCustomer onboardingRetention and churn reductionTechnical supportIntercom and ZendeskHubSpot CRMWritten communicationCustomer analyticsProcess documentationBenefitsRemote-friendly, flexible workingCompetitive salaryLearning and development budgetHome office stipendGenerous paid time offDirect access to founders