Customer Success Manager

We're a B2B SaaS company with a growing base of paying customers across SMB and mid-market segments. Churn has been manageable so far, but as the customer base scales we need someone dedicated to making sure customers actually get value from the product — not just during onboarding, but month after month.

This is our first Customer Success hire. You'll own a portfolio of accounts, manage onboarding for new customers, run regular check-ins, identify expansion opportunities, and flag churn risk before it becomes a problem. You'll work closely with the sales and product teams and serve as the primary relationship owner for your accounts.

Responsibilities

• Onboard new customers from signed contract through to active usage — building onboarding plans, running training sessions, and making sure each customer reaches their first value milestone
• Manage ongoing relationships with a portfolio of 40–60 accounts — regular check-ins, QBRs, and proactive outreach based on usage signals
• Monitor product usage and engagement in Mixpanel and Intercom to identify at-risk accounts before they submit a cancellation request
• Identify upsell and expansion opportunities within existing accounts and work with the sales team to close them
• Collect and relay customer feedback to the product team — patterns in what customers are struggling with or asking for
• Maintain accurate account records and activity logs in HubSpot

Requirements

• 2+ years in a Customer Success or Account Management role at a SaaS company
• Experience independently managing a portfolio of SMB or mid-market accounts
• Comfortable using product analytics tools to track engagement and identify risk signals
• Strong communication and relationship management skills — this role is heavily people-facing
• US timezone required for customer-facing calls and team collaboration
• Fluent English