About the Role
We are seeking our first dedicated Customer Success Manager to build the foundation of our customer success function. In this pivotal role, you will take ownership of the complete customer lifecycle for our mid-market accounts, from onboarding through renewal. You'll work directly with customers to drive product adoption, ensure they achieve their business objectives, and build lasting relationships that fuel growth.
As a founding member of the customer success team, you'll have the unique opportunity to shape our customer success strategy from the ground up. You'll develop scalable processes, create best-practice playbooks, and establish the frameworks that future team members will use as we grow. Your insights and customer feedback will directly influence product development and company strategy.
Key Responsibilities
- Own the end-to-end customer journey for mid-market accounts, including onboarding, adoption, expansion, and renewal processes
- Design and implement structured onboarding programs that accelerate time-to-value and drive early product adoption
- Build strong, consultative relationships with key stakeholders at customer organizations, serving as their trusted advisor
- Monitor customer health metrics and proactively identify at-risk accounts, developing and executing retention strategies
- Conduct regular business reviews with customers to demonstrate ROI, identify growth opportunities, and align on success metrics
- Create comprehensive customer success playbooks, processes, and documentation that can scale as the team grows
- Serve as the voice of the customer internally, partnering with Product, Engineering, and Sales teams to communicate customer needs and feedback
- Identify upsell and cross-sell opportunities within your account portfolio and collaborate with Sales to drive expansion revenue
- Analyze customer data and usage patterns to identify trends, optimize engagement strategies, and improve overall customer experience
- Develop customer advocacy programs and cultivate champions who can serve as references and case study participants
Qualifications
- 2+ years of experience in customer success, account management, or a related customer-facing role at a SaaS company
- Proven track record of managing customer relationships and driving retention and expansion in a B2B environment
- Strong understanding of SaaS business models, metrics, and customer lifecycle management
- Demonstrated ability to build processes and playbooks from scratch in a fast-paced, evolving environment
- Excellent communication and presentation skills, with the ability to articulate complex concepts to diverse audiences
- Data-driven mindset with experience using customer success platforms and CRM tools to track metrics and inform decisions
- Self-starter mentality with strong organizational skills and the ability to manage multiple priorities simultaneously
- Consultative approach to problem-solving with a genuine passion for helping customers succeed
- Experience working cross-functionally with Product, Sales, and Engineering teams
- Comfortable with ambiguity and excited by the opportunity to build something new
What We Offer
- The opportunity to be the founding member of our customer success team and shape the function from the ground up
- Direct impact on company strategy and product direction through customer insights and feedback
- Competitive compensation package including base salary and performance-based incentives
- Comprehensive benefits package including health, dental, and vision coverage
- Professional development opportunities and support for continued learning
- Collaborative, customer-centric culture where your voice and ideas are valued
- Flexible work environment that supports work-life balance
Application
Apply for Customer Success Manager
Northwind Labs