Customer Success Manager at Recast

Offer summary

Qualifications:

Strong attention to detail and ability to manage multiple priorities across a customer portfolio., Experience in Customer Success, Account Management, or similar customer-focused roles., Familiarity with marketing challenges in B2C and experience in measuring marketing effectiveness., Tech-savviness and a willingness to learn about data-driven solutions..

Key responsabilities:

Lead the customer onboarding process, including training sessions and ongoing check-ins.

Serve as the voice of the customer by gathering feedback and troubleshooting issues.

Create and maintain customer-facing documentation to assist users with common challenges.

Develop and execute account plans to drive growth and engagement across the customer portfolio.

Job description

Recast is hiring a Customer Success Manager (CSM) to join our dynamic, customer-facing team. As the first point of contact for our clients, this team plays a critical role in onboarding, training, and continuously supporting customers to ensure their success. In this role, you'll collaborate closely with our Data Science team and work within a cross-functional pod structure alongside Customer Data Scientists to prioritize and manage customer needs effectively.
In your first 6 months, you will:

Lead the customer onboarding process—coordinating and facilitating training sessions, ongoing check-ins, and Quarterly Business Reviews (QBRs). You’ll manage meeting logistics, create agendas, prepare presentations, and follow up on action items, addressing customer queries along the way.
Serve as the voice of the customer—gathering feedback, troubleshooting critical issues, de-escalating concerns, and ensuring the overall success and satisfaction of Recast users.
Create and maintain customer-facing documentation—developing FAQs, guides, and resources to help customers overcome common challenges and get the most out of our platform.
Leverage our Customer Success platform—tracking customer health, creating playbooks, and optimizing the customer journey to drive long-term satisfaction and retention.
Contribute to internal initiatives—collaborating on strategic projects to improve the overall Recast customer experience (e.g., building customer enablement programs).
Develop and execute account plans—identifying and mitigating risks while driving growth and engagement across your customer portfolio for the next 3+ quarters.

You’ll be a great fit if you have:

A strong attention to detail—you’re skilled at managing multiple priorities across a portfolio of 10-20 customers.
Customer success experience—you’ve worked in a Customer Success, Account Management, Client Services, or similar customer-focused role.
Marketing experience—you’re familiar with the challenges faced by marketers in B2C, and have experience supporting them in measuring marketing effectiveness (preferably in a consultative or agency context).
Tech-savviness—while we’ll teach you about media mix modeling, you should be excited to learn about technical concepts and data-driven solutions.
An entrepreneurial mindset—you thrive in dynamic, evolving environments and enjoy creating new processes and strategies to enhance customer outcomes.
A collaborative spirit—you’re a team player who enjoys working closely with others to achieve common goals.

Bonus points for:
Recast is a startup, so we value team members who can jump in and contribute to multiple areas. If you have any experience or interest in the following, we’d love to hear about it:

Account growth (upsells, expansions)
Data science or data analysis
Marketing analytics
Familiarity with Customer Success platforms & JIRA

What excites you (and might scare others):

Helping shape a startup—You’ll play a key role in defining processes, culture, and structure at an early stage.
Working with a remote-first team—We have a distributed, global team and you’ll need to be comfortable with flexibility and independence.
Navigating technical challenges—You’ll engage directly with complex data modeling and statistical concepts—an exciting opportunity to expand your skill set!

What we offer:

Work from anywhere—We’re fully remote, so you can work where you’re happiest.
Competitive salary + equity—We offer a competitive salary with equity to give you a stake in our success.
Unlimited PTO—Along with a minimum of 2 weeks mandatory PTO, we encourage you to take time to recharge.
Autonomy & support—You’ll have the freedom to manage your time and the resources you need to do your best work.

Diversity at Recast: We’re committed to building a diverse team, so if you come from an underrepresented background in tech (e.g., women, non-white communities), we strongly encourage you to apply, even if you don’t meet every single requirement.

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