Full-Time Senior Client Success Manager

• Be a builder & doer: Proactively design, implement, and iterate scalable CS processes.
• Own onboarding & renewals: Reimagine onboarding to shorten time-to-value and own the renewal strategy to reduce churn by at least 30% in your first year.
• Drive revenue through retention & expansion: Partner with Sales and Finance to build price/renewal strategies and identify expansion opportunities.
• Define customer journeys & health metrics: Create clear journeys for customers, build health scores, adoption KPIs, and dashboards aligned to company OKRs.
• Voice of the Customer: Run strategic business reviews, capture and translate customer feedback into product and GTM priorities, and build a library of success stories and case studies.
• Collaborate cross-functionally: Work closely with Product, Sales, and Marketing to ensure customers see value and to influence roadmap priorities with customer data.
• Hire & scale: As the function grows, help recruit, train, and mentor the first CS hires; create onboarding & enablement materials for the team.
• Cadence & communication: Deliver consistent, presentation-ready updates to the CEO and leadership. Track and report results against agreed success metrics.

• 5+ years in Customer Success, Account Management, or similar roles in a B2B SaaS environment.
• Proven track record of building or materially improving CS processes (onboarding, adoption, renewals).
• Demonstrated results reducing churn and increasing adoption (data-driven approach).
• Strong experience with CRMs and CS tooling. Able to learn tools and implement changes proactively.
• Excellent communicator — able to present confidently to customers and to executives.
• Ownership mindset — you see problems and implement solutions quickly.
• Hands-on, execution-oriented — this is a doer role that requires building and implementing, not just strategy.

• Early-stage startup experience (seed → Series A).
• Experience influencing pricing or renewal strategy and tying CS metrics to revenue.
• Experience hiring and developing CS teams.

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