Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English

Hard Skills

Upselling Help Desk Support Client Services Customer Success Management Cross-Functional Collaboration Customer Engagement Account Management Knowledge Base Customer Success Management HubSpot CRM Notion (Software) Online Communication Customer Centricity

Other Skills

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Training And Development
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Troubleshooting (Problem Solving)
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Non-Verbal Communication
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Open Mindset
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Organizational Skills
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Detail Oriented
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Problem Solving

Roles & Responsibilities

2-4 years of experience in Customer Success, Account Management, or Support at a B2B SaaS company (startup experience preferred)
Excellent written and verbal communication skills
Strong organizational skills and a proactive, problem-solving mindset
Experience with tools like Intercom, HubSpot, and Notion is a plus

Requirements:

Serve as the main point of contact for customers, collect feedback, and collaborate with product and engineering to improve the customer experience
Lead onboarding and adoption by guiding new customers through onboarding and developing strategies and training materials
Build knowledge enablement by creating self-serve resources (knowledge base articles, FAQs, how-to guides) to help users use the product effectively
Deliver exceptional support via Intercom and email, troubleshoot issues, respond promptly, and identify opportunities to grow engagement and advocacy

Job description

Customer Success Manager

Were a fast-growing SaaS startup on a mission to redefine how organizations connect and communicate with their teams. As our first Customer Success Champion, you'll shape the foundation of how we support, engage, and delight our customers.

You'll work directly with our founders, influence product direction, and build the playbook for how we scale customer success as we grow.

What You'll Do

1. Be the Customers Advocate

Serve as the main point of contact for our customers ensuring every interaction feels personal, proactive, and human.
Collect feedback, identify trends, and work closely with product and engineering to improve the customer experience.

2. Lead Onboarding & Adoption

Guide new customers through a smooth onboarding journey.

Develop strategies and training materials that help users quickly get to the value.

3. Build Knowledge & Enablement

Create self-serve resources (knowledge base articles, FAQs, how-to guides) that make our product simple and intuitive to use.

4. Deliver Exceptional Support

Respond to customer inquiries through Intercom and email with speed, clarity, and empathy.
Troubleshoot issues, follow up with precision, and ensure no question goes unanswered.

5. Drive Engagement & Growth

Encourage customer referrals, gather G2 and Capterra reviews, and build advocacy within our user base.
Identify upsell opportunities and help customers transition from monthly to annual or higher plans in a way that aligns with their goals.

6. Build the Foundation for Scale

Develop scalable success processes, tools, and systems.
As we grow, help hire, train, and mentor the next generation of our Customer Success team.

What Were Looking For

2-4 years of experience in Customer Success, Account Management, or Support at a B2B SaaS company (startup experience preferred).
Excellent written and verbal communication skills you love helping people and turning problems into positive experiences.
Strong organizational skills and a proactive, problem-solving mindset.
Experience with tools like Intercom, HubSpot, Notion is a plus.
A genuine desire to make customers successful and help build something from the ground up.