Customer Success Manager (Growth)

We are seeking a senior, highly proactive Customer Success Manager (Growth) who does far more than just "check the box" on customer calls. This is a high-ownership, individual contributor role designed for a problem solver who digs deep into customer pain points, takes rigorous notes, communicates feedback relentlessly across internal teams, and actively drives customer growth and retention.

In this role, you will own the end-to-end post-sale lifecycle—from executing prompt kickoff calls to unearthing hidden customer friction, resolving operational issues, and driving upsell/expansion opportunities. Because we do not have a large, layered CS department to guide you, you must be a self-directed operator who figures things out independently, holds customers accountable, and aggressively protects ARR.

Key Responsibilities

• Proactive Account & Onboarding Ownership

  • Take immediate ownership of accounts upon contract signature, ensuring zero missed or delayed kickoff calls .

  • Lead structured onboarding and rollout calls across Loss Prevention, Operations, IT, and integrator teams.

  • Establish clear timelines, deliverables, and mutual accountability from day one.

• Root-Cause Discovery & Urgency in Issue Resolution

  • Conduct deep, investigative check-in calls—moving past shallow responses to extract true customer feedback and hidden pain points.

  • Capture precise meeting notes and action items, ensuring customer complaints are documented, escalated, and resolved immediately.

  • Display extreme urgency in solving operational issues before they turn into churn risks.

• Internal Communication & Feedback Loop

  • Act as the internal source of truth for account reality, bridging customer needs with Product, Sales, IT, and HITL operations teams.

  • Translate raw customer issues into structured, actionable internal tickets and feature updates.

• Account Health, Upsell & Retention Growth

  • Drive account adoption and ensure customers operationalize insights to achieve measurable shrink reduction.

  • Proactively uncover expansion, feature adoption, and upsell opportunities during routine check-ins.

  • Own renewal execution, churn risk mitigation, and account health tracking with zero tolerance for administrative blind spots.

• Process Rigor & Documentation

  • Maintain precise, up-to-date account records, health scores, and interaction logs in company tools.

  • Standardize playbook SOPs for onboarding, issue escalation, and retention strategy.

Candidate Requirements

• Experience: At least 5+ years of B2B SaaS Customer Success, Account Management, or Operational Onboarding experience.

• High Autonomy & Problem-Solving: Ability to operate independently without pre-existing corporate safety nets or step-by-step handholding.

• Proactive Urgency & Attention to Detail: Proven record of capturing granular customer feedback, driving issues to resolution, and identifying subtle upsell indicators.

• Strong Communication & Directness: Excellent verbal/written English skills with the confidence to lead executive-level calls and set firm boundaries.

• Technical Comfort: Familiarity with CRM systems, workflow automation, and managing multi-site deployment setups.

Compensation & Perks

• Salary: $3,000 – $5,000 USD / month ($36,000 – $60,000 USD / year) based on experience.

• Work Setup: 100% remote work flexibility.

• Impact: High-visibility role directly influencing customer retention, account expansion, and company growth.