Customer Success Manager

📋 Description

• Own end-to-end onboarding for new customers, guiding them from their first purchase through their
• Manage a portfolio of high-value accounts through proactive check-ins, usage reviews, health
• Build and maintain a customer health-scoring model that identifies accounts at risk of churn and
• Lead retention and save conversations with at-risk customers, documenting outcomes and identifying
• Serve as an escalation point for customer concerns, including lead-quality disputes, refund
• Coordinate with support, sales, engineering, product, and analytics teams to resolve customer

🎯 Requirements

• 2+ years of experience in Customer Success, Account Management, Retention, or a related function
• Demonstrated ownership of a retention, churn, repeat-purchase, or comparable customer metric, with
• Strong data orientation, with SQL fundamentals or advanced BI proficiency using tools such as
• Proven experience creating processes from scratch, such as onboarding journeys, retention
• C1-level written and spoken English, with confidence communicating with customers at scale.
• Strong phone-based communication skills and the ability to work effectively with direct, fast-paced

🎁 Benefits

• Fully remote work with flexible hours within the required US Eastern Time overlap.
• Direct ownership of a business-critical retention metric with visibility to leadership.
• Opportunity to build the Customer Success function from the ground up and shape its processes and
• Data-driven, AI-enabled working environment with strong analytics infrastructure.
• Clear 12-month career progression toward Head of Retention or Head of Customer Success.
• Opportunity to automate the low-touch customer segment and eventually manage 1–2 direct reports.