Customer Success Manager

📋 Description

• Own customer health, gross retention, and net dollar retention across your portfolio.
• Design onboarding and training programs for new accounts.
• Build playbooks for common customer journeys and scalable programs.
• Navigate complex stakeholder relationships and conduct executive business reviews.
• Partner with Sales to identify high-potential accounts post-sale.
• Channel feedback to Product and Design to unlock enterprise value.

🎯 Requirements

• 5+ years in B2B SaaS CS/Account Mgmt with retention/expansion success.
• Startup PLG experience, transitioning from self-serve to sales-assisted.
• Manage high-touch and scaled programs; navigate ambiguity.
• Data-driven about CS health; comfortable discussing APIs & SSO.
• Active AI user; can articulate AI best practices to execs and users.
• SQL or data analysis knowledge; design software background (nice to have).

🎁 Benefits

• Benefits and equity included.
• Flexible work-from-home options.
• Hybrid culture with in-office days in San Francisco.