Customer Success Manager - US East Coast

Mission: Be our first US-based Customer Success Manager (CSM), taking hands-on ownership of customer success for enterprise accounts across the East Coast and Midwest. Roll up your sleeves to drive business value and ensure high retention.

Key Responsibilities

1. Strategic Account Management (40%)
• Drive retention as primary point of contact for 3-5 strategic accounts
• Manage regular check-ins and respond to customer requests
• Coordinate with technical team on issue resolution
• Document customer interactions and maintain health metrics
• Travel up to 40% to ensure customer success
2. Implementation & Technical Success (35%)
• Drive successful onboarding and implementation while ensuring adoption ($250K-$1M+)
• Guide enterprise implementation process end-to-end
• Rapidly iterate on solutions to drive outcomes
• Proactively identify and resolve challenges alongside engineering
3. Strategic Growth (25%)
• Drive renewals through demonstrated customer value
• Run impactful QBRs/EBRs focused on metrics and business outcomes
• Partner with Growth team on expansion opportunities
• Build and execute strategic success plans

Requirements

• 4+ years enterprise B2B SaaS customer success ($250K-$1M+)
• Experience managing multiple enterprise stakeholders
• Proven track record of hands-on problem solving with technical products
• Experience driving business reviews and customer outcomes
• Excellent project management and organizational skills
• Strong remote collaboration and documentation abilities
• Self-motivated builder who thrives in ambiguity
• East Coast-based with flexibility to travel up to 40%
• Fast, get things done mentality with bias for action
• Experience in startup as first regional hire preferred

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Work From Home with frequent travel to customers