Customer Success Manager

Role Overview

We are looking for a Customer Success Manager (CSM) who will own post-sales customer relationships and ensure adoption, retention, and expansion of our products. You will act as a trusted advisor to customers and a bridge between product, sales, and support.

What You'll Do

• Own customer onboarding, adoption, and success journey
• Act as the primary point of contact for assigned accounts
• Ensure high product usage, satisfaction, and retention
• Drive renewals, upsells, and expansion opportunities
• Understand customer business goals and map them to product value
• Conduct regular check-ins, QBRs, and success reviews
• Identify risks early and proactively prevent churn
• Gather customer feedback and work with product & engineering teams to improve the platform
• Create and maintain success playbooks, documentation, and processes
• Work closely with sales, support, and product teams to deliver a seamless experience

Requirements

• 3–5 years of experience in Customer Success, Account Management, or similar roles (SaaS preferred)
• Experience managing B2B customers and long-term relationships
• Strong understanding of SaaS metrics: churn, retention, expansion, NPS, etc.
• Excellent communication, presentation, and stakeholder management skills
• Ability to understand technical products and explain them in a simple way
• Comfortable working in a fast-paced startup environment
• Strong problem-solving and ownership mindset

Good to Have

• Experience in AI / automation / workflow tools / SaaS platforms
• Experience working with Enterprise Clients
• Background in consulting, implementation, or onboarding roles

Why Join Us

• Work on cutting-edge AI SaaS products
• High ownership and direct impact on revenue and retention
• Work closely with founders, product, and engineering teams
• Fast-growing startup with strong learning and growth opportunities