Customer Success Manager

Customer Success Manager (Remote)

Remote | Full-Time | Monday–Friday | 9:00 AM – 5:00 PM EST

We're looking for a proactive and relationship-driven Customer Success Manager to own the customer journey from onboarding through long-term success.

As the primary point of contact for customers, you'll help businesses maximize the value of a leading marketing attribution platform that empowers marketers, agencies, ecommerce brands, and B2B companies to make data-driven growth decisions.

This role is ideal for someone who excels at building relationships, leading customer conversations, solving problems, and ensuring customers achieve measurable outcomes. You'll work closely with implementation and product teams while becoming a trusted advisor to your portfolio of accounts.

What You'll Be Doing

Customer Onboarding

• Lead onboarding and kickoff calls for new customers.
• Guide customers through platform setup and adoption.
• Coordinate implementation activities with technical specialists.
• Ensure customers reach their first success milestones quickly.
• Provide a seamless onboarding experience that builds confidence and engagement.

Customer Success & Relationship Management

• Serve as the primary point of contact for assigned accounts.
• Manage customer communications across email, chat, Slack, Intercom, and Zoom.
• Conduct regular check-ins and strategic conversations.
• Monitor customer engagement and proactively address risks.
• Build strong relationships that drive retention and long-term satisfaction.

Account Ownership

• Manage a portfolio of customers and maintain account health.
• Coordinate internal resources to resolve customer needs.
• Support renewals, account growth opportunities, and customer retention initiatives.
• Identify expansion opportunities based on customer goals and usage patterns.
• Act as a customer advocate internally.

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Customer Enablement

• Help create onboarding materials, help center content, and best-practice resources.
• Gather customer feedback and communicate insights to product and leadership teams.
• Assist customers in adopting new features and workflows.

Required Qualifications

• 2+ years of experience in Customer Success, Account Management, Customer Support, Client Services, or similar customer-facing roles.
• Exceptional written and verbal English communication skills.
• Experience leading customer meetings and Zoom calls.
• Ability to manage multiple customer conversations simultaneously.
• Strong organizational and time-management skills.
• Experience managing a portfolio of customer accounts.
• Customer-first mindset with strong empathy and problem-solving abilities.
• Self-motivated and comfortable working independently in a remote environment.
• Willingness to learn basic technical troubleshooting related to tracking and integrations.
• Professional fluency in spoken and written English.

Preferred Qualifications

• Experience working in SaaS, MarTech, AdTech, Analytics, or Marketing Technology companies.
• Understanding of digital marketing concepts such as attribution, conversion tracking, ROAS, CAC, and LTV.
• Familiarity with Meta Ads, Google Ads, TikTok Ads, or paid media environments.
• Exposure to marketing pixels, tracking technologies, Google Tag Manager, or web analytics tools.
• Experience collaborating with technical teams.
• Agency experience or experience supporting marketers, ecommerce brands, or media buyers.
• Startup experience with fast-paced environments.
• Familiarity with tools such as Intercom, HubSpot, Slack, and Notion.

What Success Looks Like

• Customers onboard efficiently and achieve value quickly.
• High customer satisfaction and strong retention rates.
• Timely and professional communication across all channels.
• Strong customer relationships built on trust and responsiveness.
• Consistent identification of growth and expansion opportunities.
• Valuable customer insights shared with product and leadership teams.
• Independent ownership of customer accounts after onboarding and training.

Why Join Us?

• Fully remote opportunity.
• Work with a growing SaaS company in the marketing technology space.
• Direct exposure to founders and leadership.
• Collaborative, high-performance team environment.
• Structured onboarding and ongoing professional development.
• Opportunity to make a direct impact on customer growth and retention.

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