Customer Success Manager

Department: Customer Success

Employment Type: Full Time

Location: United States

Reporting To: Head of Customer Success

Description

• This remote role is based in the US (EST or CST only), with up to 10% travel. Our team is spread across the UK and US, with an evenly split customer base across both regions
• We set the bar high for customer success. Our G2 and Capterra reviews show that clients consistently rave about our Support and Success teams 
• This role is best suited to someone who has worked in a startup or scale-up B2B SaaS environment, where ambiguity, pace, and ownership are the norm
• Our product is a configurable, platform-style platform serving multiple personas, with monthly releases. Supporting customers requires navigating workflows, configuration, integrations, and ongoing change.
• Our values actually matter here. We hire people who reflect them in how they work, collaborate, and make decisions

About the Role:

• Own renewals and expansion end-to-end across your portfolio, with full accountability for Net Revenue Retention
• Drive retention by proactively identifying risk, influencing adoption, and leading renewal strategy
• Confidently lead upsell and expansion conversations, shaping opportunities, building business cases, and closing incremental revenue 
• Build strong multi-stakeholder relationships across accounts, ensuring high customer sentiment, advocacy, and long-term value
• Support customers through complex technical challenges, including managing escalations and staying close to day-to-day product issues in partnership with Support and Product
• Use on-site visits strategically to unblock risk, deepen relationships, and secure renewals or expansion when it counts
• Partner with customers to define success metrics and create tailored success plans aligned to their business goals
• Act as the voice of the customer internally, feeding insights into Product, Engineering, Sales, and Support
• Track and analyze customer health signals, spotting usage, maturity, and growth-based expansion opportunities and turning insight into action
• Balance strategic planning with day-to-day problem solving, staying close to customer reality

• First 30 days: Build a deep understanding of the product, customer base, and renewal landscape; establish trust internally and with customers
• By 60 days: Independently running your portfolio, leading customer conversations, identifying risk and expansion opportunities
• By 90 days: Fully owning renewals and expansion across your book, driving strong engagement and contributing to 100%+ Net Revenue Retention

About You:

• 3+ years in Customer Success within B2B SaaS, with a proven track record of renewals, upsell, and expansion
• Experience in an early-stage or high-growth SaaS environment strongly preferred
• Experience managing a meaningful commercial portfolio (ideally ~$1M+ ARR, 30–80+ accounts)
• Comfortable owning revenue outcomes as a CSM and being measured on NRR
• Experience supporting configurable or platform-style B2B SaaS products, rather than simple point solutions
• Comfortable working across multiple customer personas, from day-to-day operators to senior decision-makers
• Commercially sharp, able to build business cases and influence stakeholders with credibility
• High-ownership mindset — you run your portfolio like a business
• Calm under pressure and effective at managing proactive lifecycle engagement alongside reactive problem-solving when things go wrong
• Data-driven, able to spot trends and turn insight into action
• Background in HR tech, recruiting tech, or hands-on recruiting experience is a strong plus
• Based in the US (EST or CST), with work authorization and willingness to travel up to 10%

What We Offer:

• Comprehensive healthcare – Excellent medical, dental, & vision coverage for you and your family
•  Unlimited holidays – Take the time you need to rest and recharge
•  Mental health support – Unlimited, immediate access to professional counseling via Spill
•  Retirement contributions – 401k or pension contributions depending on your location
•  Remote-first – Work where you’re most productive, with flexibility and trust as the default
•  Equity with real upside – Share in the long-term value you help create
•  Fully paid parental leave – Up to 16 weeks of paid leave for new parents
•  Learning budget – Annual funds for courses, books, or anything that supports your growth