Customer Success Manager

Customer Success Manager

Fluint is an early-stage startup helping B2B sales teams sell with buyers, not to them. Designed for complex sales processes, simplified through AI.

As a CSM, you'll be working hand-in-hand with Fluint's founding team, acting as a revenue & outcomes multiplier for both our company and our customers.

This is a "first 10" employee experience — you'll be getting in at the ground floor where your voice will matter and have real influence. This role will be instrumental in maximizing customer retention, driving revenue expansion, and building scalable processes that enable continued growth.

Job Overview

You can expect your role to be a multifaceted blend of onboarding, customer success, account management, and product support, serving as the go-to resource for our customers. As we scale, you'll never have a boring week (or the same week twice!) and will experience increasing autonomy as part of an early team.

Customer Onboarding

• Lead onboarding for new, small to mid-market team accounts to ensure rapid adoption in critical first 30-60-90 days 
• Deliver and iterate on training/engagement programs that drive usage and recurring adoption
• Create "referenceable" customers through successful early-stage implementations
• Help build, document, and scale repeatable onboarding processes 

Account Management

• Initial Caseload: 30-35 small to mid-market team accounts (ramping to 50+ over time)
• Own renewal management for assigned caseload
• Drive retention, expansion opportunities, and develop success stories
• Identify mid-year upsell opportunities and support strategic account initiatives
• Support enterprise/strategic accounts as needed

Technical Support & Product/Engineering Partnership

• Provide technical troubleshooting and platform support for assigned customers
• Handle daily support tasks: HubSpot tickets, Slack inquiries, and Team Support needs
• Troubleshoot product bugs and relay detailed summaries to engineering
• See open issues through to resolution
• Liaise with product team for customer feedback and development priorities

Voice of Customer & CS Operations

• Help serve as advocate and voice of customer internally across teams
• Analyze user data to identify engagement patterns and churn risks
• Support Head of CS to build and implement scalable and impactful CS processes

The Human We're Looking For:

• People time gives you energy. Customer interactions — even when there's something to fix — brings you life and energy.
   
• You thrive at startup pace. Is jumping 'all in' something you enjoy? We're seeking someone who thrives on collaboration, diving in, creating things, and who is naturally action-oriented.
   
• You’re a natural leader with strong executive communication skills. Can you confidently engage with VP-level stakeholders, and present strategic recommendations to senior leadership? Natural confidence and professional presence are assets here.
   
• You're technically savvy and "full stack." Can you work high-level with customers on big-picture outcomes, and get technical when needed? Someone who can balance both strategy and diving into the gritty details to manage the complete customer experience.
   
• You’re motivated to resolve difficult problems. You get energized by challenges that don't have obvious solutions, especially when it means navigating complex customer or product situations that require creative thinking and persistence.
   
• You're resourceful and deadline-oriented. You find creative solutions with limited resources, prioritize ruthlessly when everything feels urgent, and consistently deliver on-time results even when the path isn't perfectly clear.

Team Culture

We strongly believe the right people in the right roles delivers far more impact than just upping headcount. Customer pain is our pain — we feel it and want to fix it. Our team is based in Denver, CO with a hybrid office/remote setup. For remote employees, we aim to bring the full team together roughly once per quarter. 

Compensation & Benefits

• Salary: $80,000 - $85,000
• Equity: Equity as an early employee
• Work flexibility: Generally work from anywhere 
• Equipment: Company laptop & monitor (Mac)
• PTO: Uncapped 
• Impact: "First 10" employee experience where your voice matters

Position Details: Remote role (hybrid if local to Denver). ~Quarterly travel expectations (and, subject to change)

Tech Stack: Slack, Google, Zoom, Hubspot, Notion, Loom  

Expected Start Date: Mid-late August