The Customer Success Manager will lead onboarding, implementation, and customer retention efforts, managing expectations and driving value for enterprise clients.
- Flexible position with option to work In-person (in San Luis Obispo, CA, Denver, CO, Nashville, TN, Salt Lake City, UT, or Jackson Hole, WY) or fully remote
- Large equity stake + competitive salary + benefits
- Will work directly with the VP build the CS function from ground up
- Full-cycle customer success including onboarding, implementation, expansion, and retention
- Opportunity in proven, de-risked market - founders’ first company in this space acquired for $90M+ by SurveyMonkey
Requirements
Who We’re Looking For
- You have knowledge, experience and/or interest in working with and for customer marketing/advocacy teams, product marketers, and content marketers
- You are passionate about evangelizing the customer marketing/product marketing space
- You are empathetic and highly driven to make customers successful
- You understand how customer pain points can help drive product development and business growth
- You have excellent project management and communication skills, and are confident juggling many high priority customers
- You’re highly adaptable, easily acclimating to a growing startup environment
- You have a growth mindset and view setbacks as learning opportunities, not failures
- You’re excited to create, shape and improve new processes and workflows
- You've built Customer Success/Account Management playbooks or processes in both 1:1 and 1:many motions
- You’ve led onboarding, implementation, and renewal conversations with enterprise clients - you understand how to liaise /project manage with both C-levels and entry-level employees alike
- We’re looking for an entrepreneurial customer success manager who is self-motivated, hard-working, driven, humble, intellectually curious, comfortable in a growing startup environment, and eager to build lasting relationships with our customers. You’ll be the second customer success hire working for the VP of Customer Success who has extensive experience in leading customer-facing teams in B2B SaaS. This is a huge opportunity to lead the charge in building relationships, retaining/expanding revenue, and creating advocates with companies like SFDC, SolarWinds, Coupa, Gong and Vanta.
Responsibilities
- Be the primary point of contact for new customer implementations, including managing various stakeholders, client expectations, scope, and success criteria
- Drive onboarding by running training sessions for end users across marketing, sales enablement, and content to ensure they see maximum value out of UserEvidence
- Learn the product inside and out to be a trusted advisor to our customers
- Drive adoption, retention, and expansion for existing client base
- Identify new expansion and cross-sell/upsell opportunities, partner with Sales counterparts to close renewal deals
- Proactively identify customers who aren’t maximizing their usage and create action plans to reach success
- Find repeatability in processes and build documentation to help scale the CS/AM function
- Build self-serve materials (help articles, video tutorials, and more)
- Constantly capture and synthesize product feedback from our customers to surface trends and patterns, make product recommendations to inform product roadmap based on this feedback
Skills and Experience
- 3-5 years experience in a customer-facing role, ideally in a B2B SaaS startup environment
- Experience defining and executing on end-to-end customer success strategies (implementation/kickoff, project management, engaging/reengaging stakeholders, identifying/mitigating churn risk)
- Strong presentation skills - ability to command a room of C-levels and ICs alike
- Strong empathy and ability to connect with others and understand their situation
- Intellectual curiosity - you have the ability to create, understand systems, and experiment/tinker to figure out better ways of doing things
Benefits
- Competitive comp, bonus, and equity plans
- Flexibility to ber in person (in San Luis Obispo, Nashville, Denver, SLC, Jackson Hole) or fully remote
- Health+Dental+Vision Insurance for you (and any dependents)
- Incredible training and career growth opportunity
Similar Jobs
Artificial Intelligence • Automotive • Greentech • Information Technology • Machine Learning • Software • Cybersecurity
The Customer Success Manager is responsible for driving customer outcomes across a portfolio, managing relationships and retention, and collaborating across various teams to ensure value realization and maximize customer satisfaction.
Top Skills:
AICloudCustomer SuccessManaged ServicesSaaS
Information Technology • Sales • Security • Cybersecurity • Automation
The Commercial Customer Success Manager will build customer relationships, manage deployments, and ensure client satisfaction with Silverfort's identity security platform.
Top Skills:
Active DirectoryAWSAzureIdentity SecurityVMware
Security • Software • Cybersecurity • Automation
The Senior Enterprise Customer Success Manager at Drata will manage executive relationships, drive outcomes in compliance programs, and align product capabilities with customer growth and security.
Top Skills:
CatalystJIRASalesforceSigma
What you need to know about the Colorado Tech Scene
With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.
Key Facts About Colorado Tech
- Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
- Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
- Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
- Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute
