Customer Success Manager

Job Description

Job Description: Customer Success Manager

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Location: Remote – US or Canada

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Employment Type: Full-Time

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Experience: 2–3 Years

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Equity: Available

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Visa Sponsorship: Not available. Candidates must be authorized to work in the US or Canada without visa sponsorship.

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About the Role

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We are looking for a customer-focused Customer Success Manager to onboard new customers, drive product adoption, improve customer retention, and identify opportunities to expand existing accounts. The ideal candidate has 2–3 years of experience in a customer-facing role at an early-stage SaaS startup and enjoys building strong customer relationships while helping businesses achieve measurable value from the product.

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Key Responsibilities

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1. Customer Onboarding & Retention

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• Conduct onboarding calls, train customers on product features, and manage technical implementation.
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• Lead regular check-ins, working sessions, team training, and Quarterly Business Reviews (QBRs).
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• Partner with Account Executives to identify customer risks and improve renewal outcomes.
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• Maintain an 80–85% target for first renewals within the initial three-month subscription period and support long-term customer retention.
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2. Account Growth & Expansion

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• Proactively engage existing customers to ensure they achieve their business goals.
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• Respond to customer inquiries promptly and provide timely support.
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• Create customer education materials, including product walkthrough videos, user guides, and email sequences.
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• Identify upselling and cross-selling opportunities to increase monthly recurring revenue (MRR).
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3. Internal Processes & Collaboration

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• Document customer success best practices and develop engagement templates for different customer personas.
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• Collaborate with internal teams to streamline workflows and improve the customer experience.
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• Continuously identify opportunities to reduce friction and improve operational efficiency.
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Required Qualifications

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• 2–3 years of experience in a customer-facing role at an early-stage SaaS startup.
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• Strong communication, relationship-building, and problem-solving skills.
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• Experience in customer onboarding, product adoption, account management, or customer retention.
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• Ability to manage multiple customer accounts and work independently in a remote environment.
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• A proactive, customer-first mindset with a focus on retention and revenue growth.
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Preferred Tools & Technologies

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Experience with the following tools is a plus but not mandatory:

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• Salesforce
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• Notion
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• Outreach
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• Slack
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