Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing and growing a portfolio of US strategic partners to maximize their value from the omnichannel engagement platform with an accent on implementation, onboarding, and retention. Focus on leading business reviews, collaborating with product teams for roadmap feedback, and scaling mid-market customer growth.

Location: Remote (United States). Ideally based on the West Coast.

Salary: Base $110,000 - $140,000; OTE $140,000 - $170,000/year

Company

Leading omnichannel customer engagement solution enabling businesses to deliver personalized journeys across mobile, web, SMS, and email.

What you will do

• Retain and grow a book of 50-60 strategic US customers.
• Lead customer onboarding and implementation processes to ensure rapid time-to-value.
• Conduct regular customer business reviews to align on success goals.
• Collaborate with product, support, and sales teams to scale the service for partners.
• Gather and publish customer feedback internally to influence the product roadmap.

Requirements

• 3+ years of experience in account management or customer success.
• Experience working with B2B SaaS products.
• Proficiency with Salesforce, Gong, and Vitally.
• Must be based in the United States (supported states include CA, CO, MA, NY, NJ, OR, PA, TX, UT, WA).
• Excellent written, verbal, and visual communication skills with strong attention to detail.

Culture & Benefits

• Remote-first work environment within the United States.
• Competitive equity program.
• Comprehensive and inclusive benefits package.
• Culture of ownership, collaboration, and personal growth.
• Strong commitment to diversity, equity, and inclusion.