Full-Time Customer Success Manager

We’re looking for a proactive, customer-obsessed EnterpriseCustomer Success Manager to support and grow relationships with our Enterprise customers. In this role, you’ll work closely with product-minded leaders at top tech companies like Netflix, Coinbase, and Chime—helping them succeed with our product while surfacing valuable insights to improve our offerings. You’ll be a trusted partner to our customers, focused on delivering value, driving adoption, and ensuring satisfaction throughout their journey.

This is a unique opportunity to join a high-growth company during a pivotal moment and grow your career as we scale new capabilities and deepen customer impact. You’ll report to the founding Enterprise Account Executive and collaborate closely with Sales, Product, and Marketing to create a seamless customer experience.

• Customer Impact – You’ll help our customers get real value from our product, strengthening relationships and improving retention.
• Growth Opportunity – As we scale, you’ll play a key role in shaping how we deliver success and build best-in-class customer experiences.
• Learning Environment – Work closely with senior leaders, both internally and at our customer organizations, and grow your expertise in customer success, product thinking, and business strategy.
• Pivotal Timing – Join at a high-growth stage as we launch new AI tools and expand into new markets.

• Own enterprise relationships - Lead high-touch engagement with key accounts, serving as a trusted advisor to senior leaders.
• Develop and implement engagement strategies: You’ll create and execute proactive communication plans, host onboarding and activation, and develop resources to drive product adoption and demonstrate value.
• Monitor customer health: You’ll track key metrics (like product usage, satisfaction, and overall sentiment) to identify risks and opportunities, taking proactive steps to ensure customer retention.
• Become a product expert: You'll develop a deep understanding of our product and its capabilities to guide customers toward their desired outcomes.
• Be the voice of the customer: You will act as a critical feedback loop between our customers and our product, engineering, and marketing teams, directly influencing our product roadmap.
• Build scalable processes using automation and AI: You will have the unique opportunity to build the systems, playbooks, and best practices that will serve as the foundation for the team.
• Identify expansion and cross-sell opportunities: Help us identify where to sell more of existing and new new product offerings.

• 5+ years in a customer-facing role, ideally in a fast-paced startup environment
• Experience managing Enterprise accounts in a CSM or consultative role
• Proven ability to build trust with senior leaders and understand their goals and challenges
• Strong prioritization and organizational skills - you know how to manage time across many accounts
• An excellent communicator: You can articulate complex ideas clearly and concisely, both verbally and in writing.
• Data-driven approach; familiarity with CRM tools is a strong plus
• A self-starter who thrives on autonomy and takes initiative
• Comfortable collaborating cross-functionally and influencing without authority
• Motivated by growth - yours, your team’s, and your customers’
• Track record of driving KPIs like gross/net dollar retention and customer expansion

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