Customer Success Manager

Job Description: Customer Success Manager

Location: Remote – US or Canada

Employment Type: Full-Time

Experience: 2–3 Years

Equity: Available

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

About the Role

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.

Key Responsibilities

1. Customer Onboarding & Retention

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

2. Account Growth & Expansion

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

3. Internal Processes & Collaboration

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

Required Qualifications

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

Preferred Tools & Technologies

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

• Salesforce
• Notion
• Outreach
• Slack