Customer Success Manager

Customer Success Manager

Our client is a fast-growing, tech-driven company in the Bay Area looking for a Customer Success Manager who is passionate about building relationships, improving customer outcomes, and helping clients get the absolute best out of the company's product and services. If you're someone who loves solving problems, enjoys working with customers, and thrives in a collaborative, high-energy environment, this role is for you.

What You'll Do

• Own and manage a portfolio of customers from onboarding to renewal
• Lead onboarding calls, product walkthroughs, and success planning
• Build strong, trusted relationships with customers through proactive communication
• Develop strategies to increase product adoption and reduce churn
• Monitor account health, usage, and customer feedback to identify risks/opportunities
• Collaborate with Product, Support, Sales, and Operations to resolve customer issues and improve the customer journey
• Maintain clear documentation, customer insights, and progress tracking
• Serve as the strategic partner who ensures customers achieve their desired outcomes

Requirements

Tech Requirements & Tools

• Candidates should be comfortable with modern tech platforms, including:
• Must-Have Experience: CRM systems (HubSpot, Salesforce, or similar)
• Ticketing & Support tools (Zendesk, Intercom, Freshdesk, Gorgias, etc.)
• Project management tools (Asana, ClickUp, Monday, Trello)
• Video communication platforms (Zoom, Google Meet)
• Data & reporting tools (Google Sheets, Excel, analytics dashboards)
• Nice-to-Have: SaaS onboarding tools (Userflow, ChurnZero, Catalyst, Gainsight)
• Basic understanding of APIs, integrations, or tech troubleshooting
• Experience working in a startup or high-growth tech environment

Who You Are

• You're a strong communicator who can build genuine relationships
• You're detail-oriented, organized, and proactive
• You enjoy problem-solving and staying two steps ahead for your customers
• You're comfortable explaining tech concepts in simple terms
• You thrive in collaborative, cross-functional environments
• You're adaptable especially in fast-changing environments
• You genuinely care about helping customers succeed

Qualifications

• 25+ years in Customer Success, Account Management, Client Services, or a similar customer-facing role
• Experience in SaaS, tech-enabled services, or digital platforms strongly preferred
• Strong presentation, communication, and relationship-building skills
• Ability to manage multiple clients, timelines, and deliverables
• Experience working in hybrid or on-site Bay Area roles is a plus

Benefits

Benefits vary by client but may include: Health insurance, PTO, hybrid work flexibility, bonuses, 401(k) match, commuter benefits, equipment stipend, professional development support, and a collaborative team environment.