Customer Success Manager

What you will be responsible for in this role:

• Owning the health, success, and growth of your customer portfolio — including onboarding, adoption, retention, expansion, and advocacy
• Analyzing account health, identifying risk, and creating data-informed success plans that align with customer ROI
• Building strong, multithreaded relationships with technical and business stakeholders, including execs
• Leading customer engagements like onboarding calls, QBRs, roadmap discussions, and escalation resolution
• Collaborating with Sales, Product, Support, and Engineering to advocate for customer needs and influence the roadmap
• Generating and qualifying expansion leads (CSQLs) through discovery, usage insights, and strategic conversations
• Driving internal improvements to our CS playbooks, tooling, and automation as we scale
• Leveraging AI to optimize workflows, surface risk, generate content, and improve customer touchpoints
• Helping us convert customers into active champions — case studies, testimonials, reference calls, and more

You could be a great fit if you:

• Have 2+ years of experience as a Customer Success Manager in a scaling B2B SaaS org, ideally in the $50M–$100M ARR range
• Are fluent in customer success motions (success planning, adoption frameworks, risk mitigation, QBRs, value mapping, CSQL generation)
• Bring hands-on technical experience with databases (e.g., Postgres, SQL, AWS, Azure) or have been in developer relations, data engineering, or similar
• Can translate fluently between business goals and technical complexity — you’re as comfortable with a VP Eng as a DevOps IC
• Know what great looks like and have built or iterated on CS playbooks, customer journeys, and internal tooling
• Are curious, decisive, and proactive — you think ahead and solve for scale
• Have excellent time management, organization, and prioritization skills — you know how to stay focused in fast-moving, ambiguous environments
• Have a working opinion on how AI is reshaping CS, and are actively experimenting with tools like GPT, Claude, or Zapier AI
• Have strong communication skills (written, verbal, async) and know how to build trust quickly with customers
• Thrive in fast-paced environments where ambiguity is a feature, not a bug

You might not be a great fit if:

• You’re new to working with technical products or are uninterested in learning about databases and infrastructure
• You prefer following detailed playbooks over building and iterating on them
• You’re not comfortable leading customer conversations at both technical and executive levels
• You avoid ambiguity or aren’t energized by rapid growth and change