Mid Market Customer Success Manager

Job Description

Do you love helping others achieve their goals? Are you one of the most ambitious people you know? If so, you’ll be right at home at Unwrap.

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We are hiring a Mid-Market Customer Success Manager to join our fast-growing team. We're looking for someone with a passion for building customer relationships, enjoys working in a fast-moving environment, and the ability to strategically identify growth opportunities across our customer set.

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As a Customer Success Manager at Unwrap, you’ll own relationships across a wide range of customers—from startups to Fortune 500 companies—ensuring every team gets the most out of our platform. At the core, you'll work to understand each customer's objectives, design the path to success, and identify growth opportunities. Day-to-day, you'll oversee implementation, training, renewal, and expansion processes, as well as day-to-day customer support.

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In addition to direct account management, you’ll create clear and helpful resources such as guides, FAQs, and best practices to empower users and enhance their experience. You’ll also collaborate closely with teams across Unwrap, relaying feedback, advocating for customer needs, and contributing to ongoing improvements to our platform and our processes.

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Who We Are

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Unwrap.ai is on a mission to fill the world with products people love. We’re helping companies like Lyft, Stripe, Oura, Microsoft, Perplexity, and Github collect and process feedback more effectively. We ingest feedback from thousands of sources (support channels, surveys, social), and use state-of-the-art NLP technology to extract actionable insights for customers across software, hardware, and retail sectors.

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We’re currently a team of 40, based in Santa Barbara, and growing quickly. We are venture-backed, and just raised our $12M Series A from world-leading VCs.

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Our founders, two ex-Amazon Alexa Product Managers, were tired of manually sifting through customer reviews, support tickets, and bugs while working on Alexa. They understood the importance of listening to customers and prioritizing their requests effectively, but simply had too much feedback to parse through. So, Unwrap.ai was born to solve this problem. Specifically, at Unwrap we use Natural Language Processing to automatically cluster, tag, and analyze customer feedback to help product and engineering teams build what customers want. The ultimate goal is to better connect users and builders, so builders can fill the world with products people love.

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Our small team is extremely motivated, hard-working, and simply gets stuff done. If this sounds exciting, we can't wait to read your application.

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What You Bring

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• You have 2-5 years of experience in a Mid-Market or Enterprise Customer Success or Account Management-related role—ideally in SaaS or AI-driven products.
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• Proven track record of delighting customers and driving customer retention, renewals, and expansion.
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• Proven success operating as a trusted strategic advisor to technical and non-technical stakeholders, translating complex business objectives into measurable outcomes and navigating executive conversations with poise, credibility, and commercial acuity.
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• You are curious, empathetic, and able to handle challenging situations with grace.
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• You can easily translate customer feedback and challenges into insights to help our team drive improvements at scale.
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• You thrive in a fast-paced startup environment and are excited to have a direct impact on both our product and our customers’ experience.
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• Located in or willing to relocate to Santa Barbara and excited about working in-person.
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What you get

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• Ground floor impact at a Series-A startup with tremendous latitude over support strategy and customer success.
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• Significant, potentially life-changing equity.
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• Report directly to the Head of Customer Success.
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• Ability to rapidly advance your career alongside company growth.
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• Collaborate with experienced teammates, entrepreneurs, and advisors.
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