Customer Success Manager

Location: Remote – US or Canada

Employment Type: Full-Time

Experience: 2–3 Years

Equity: Available

Visa Sponsorship: Not available. Candidates must be authorized to work in the US or Canada without visa sponsorship.

About the Role: We are looking for a customer-focused Customer Success Manager to onboard new customers, drive product adoption, improve customer retention, and identify opportunities to expand existing accounts. The ideal candidate has 2–3 years of experience in a customer-facing role at an early-stage SaaS startup and enjoys building strong customer relationships while helping businesses achieve measurable value from the product. Key Responsibilities1. Customer Onboarding & Retention Conduct onboarding calls, train customers on product features, and manage technical implementation. Lead regular check-ins, working sessions, team training, and Quarterly Business Reviews (QBRs).Partner with Account Executives to identify customer risks and improve renewal outcomes. Maintain an 80–85% target for first renewals within the initial three-month subscription period and support long-term customer retention.2. Account Growth & Expansion Proactively engage existing customers to ensure they achieve their business goals. Respond to customer inquiries promptly and provide timely support. Create customer education materials, including product walkthrough videos, user guides, and email sequences. Identify upselling and cross-selling opportunities to increase monthly recurring revenue (MRR).3. Internal Processes & Collaboration Document customer success best practices and develop engagement templates for different customer personas. Collaborate with internal teams to streamline workflows and improve the customer experience. Continuously identify opportunities to reduce friction and improve operational efficiency. Required Qualifications2–3 years of experience in a customer-facing role at an early-stage SaaS startup. Strong communication, relationship-building, and problem-solving skills. Experience in customer onboarding, product adoption, account management, or customer retention. Ability to manage multiple customer accounts and work independently in a remote environment. A proactive, customer-first mindset with a focus on retention and revenue growth.

Preferred Tools & Technologies: Experience with the following tools is a plus but not mandatory: Salesforce NotionOutreachSlack