Customer Success Manager

AIApply is looking for a Customer Success Manager to own the experience of the job seekers and teams who rely on our AI-powered application tools every day. You will run onboarding, drive adoption, resolve issues quickly, and turn what customers tell you into product improvements. This is a remote-friendly role with high autonomy and direct access to the founders. Responsibilities Own the end-to-end customer journey: onboarding, activation, adoption, renewal and expansion. Handle inbound support across email and chat with speed, empathy and accuracy, and keep response and resolution times tight. Build help centre content, macros, onboarding flows and in-product education that reduce repeat questions. Monitor usage data to spot at-risk accounts early and run proactive save motions. Aggregate feedback into clear, evidence-backed product requests and follow them through to release. Report on CSAT, retention, churn reasons and support volume, and act on the trends you find. Qualifications 2+ years in customer success, account management or senior support at a SaaS or subscription business. Outstanding written English, comfort with helpdesk and CRM tooling such as Intercom, Zendesk or HubSpot, and a data-aware approach to retention. You are organised, calm under volume, and build process rather than firefighting indefinitely. Required Must-haves: 2+ years customer success or senior support experience in a subscription product, excellent written communication, hands-on helpdesk/CRM experience, and a track record of improving retention or customer satisfaction. Skills Customer success Customer onboarding Retention and churn reduction Technical support Intercom and Zendesk HubSpot CRM Written communication Customer analytics Process documentation Benefits Remote-friendly, flexible working Competitive salary Learning and development budget Home office stipend Generous paid time off Direct access to founders #J-18808-Ljbffr