Customer Success Manager

Customer Success Manager Flint is growing fast, and the customers signing up now will determine whether our reputation spreads to the next marketing team. We are hiring our first Customer Success Manager to own this critical function. You’ll report to the CEO and collaborate closely with our Solutions Engineer. You’ll serve as a strategic advisor to our customers’ marketing teams—learning their goals, embedding in their workflows, and teaching them how to get the most out of Flint. You’ll manage the customer relationship from sign‑up through expansion: onboarding, monitoring customer health, reaching out to at‑risk accounts, driving new use cases, and developing case studies. Success in this role is measured by customers activating, staying, expanding, and referring us to others. The ideal scenario is when customers call you before making any major marketing decision. You’ll be responsible for both small self‑serve and mid‑market accounts. We’re seeking a high‑care, fast‑moving individual energized by long‑term relationships and deeply engaged in helping customers grow. Key Responsibilities: Act as a trusted advisor to marketing leaders. Learn their goals, map Flint’s capabilities to their needs, and partner on impactful marketing initiatives. Own the customer relationship end‑to‑end: onboarding, monitoring health, identifying and addressing churn‑risk, driving expansion, and developing case studies. Build systems for customer health assessment—analyzing behavior, feature adoption, and marketing performance to surface risks and flag at‑risk accounts early. Develop targeted intervention plans. Monitor new sign‑ups, identify those needing support, and proactively reach out. Offer hands‑on guidance via Zoom, walk customers through features, and respond quickly when they’re blocked. Drive product expansion. Encourage customers to explore new features relevant to their business needs and highlight the product’s full value. Develop case studies. Create systems to identify happy customers, conduct interviews, draft stories, and collaborate with marketing to publish them. Aim for three to four strong case studies per quarter, with great ones highlighting the impact of our customer success. Collaborate weekly with the engineering team, sharing customer feedback about onboarding issues and product areas that cause challenges. Basic Qualifications: 4+ years of customer‑facing experience, ideally in an agency setting close to marketing. AI fluency. Motivation to learn marketing (CMS, SEO, landing pages, lifecycle email, the whole stack. We’ll teach you, but you have to want it). You write well. Most of the relationship lives in Pylon and Slack. Case studies live on the marketing site. You can read our product. When someone says “the editor is weird,” you can figure out what they mean and route it to engineering. You're in SF or moving here. We work from the office. Preferred Qualifications: You've worked inside an agency and already understand marketing deeply. You have hands‑on marketing experience. You're comfortable with ambiguity and no playbook. You've lived the problem of building and managing digital marketing and websites yourself. You're motivated by long‑term relationships and helping customers win, not by closing tickets. What we offer Historic office in Jackson Square (with 2 rooftops and a shower) – tour virtually here. A crazy upside‑down battlestation – tour virtually here. 20 PTO days a year and full health benefits. Lunch and a fully stocked snack bar at the office, incl. Cometeer coffee pods. Dog friendly. Competitive salary + equity [we stand by care for our employees]. More benefits coming very soon. Our Culture We are an intensely creative team. After work, we are (avid) readers, photographers, acapella singers, film critics (who don’t hold back), bakers, yoga teachers, interior designers, and more. Catch us in action at our launch party, rock climbing, celebrating birthdays, hosting trivia nights, going for pilates and more. #J-18808-Ljbffr