Startup Customer Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Startup Customer Success Manager based in United States.

This role sits within a fast-growing startup-focused customer success function supporting early-stage customers as they adopt and scale a complex hiring platform.
You will help customers build strong hiring foundations while ensuring they can independently navigate onboarding and product adoption.
The environment is highly collaborative, fast-paced, and focused on scalable, programmatic customer engagement.
You will own a portfolio of customers and act as a key point of contact through shared inboxes and structured SLAs.
The role blends customer interaction with content creation, including onboarding materials, webinars, and documentation.
You will also contribute to strategic projects that improve customer experience, retention, and operational efficiency across the team.

• Manage a pooled portfolio of startup customers, handling inbound requests through shared channels and responding to customer needs within defined SLAs.
• Deliver customer support via email and live calls, helping users solve complex product challenges and optimize their workflows.
• Create and maintain onboarding resources, documentation, and educational materials to enable self-serve success.
• Develop and deliver webinars and scalable training programs to support customer onboarding and adoption.
• Contribute to strategic initiatives such as onboarding improvements, retention frameworks, and in-app guidance systems.
• Collaborate with cross-functional teams to identify product gaps, improve processes, and enhance overall customer experience.

Requirements:

• At least 2+ years of experience in customer-facing roles such as Customer Success Manager, Account Manager, or Program Manager.
• Experience supporting complex SaaS products (e.g., workflow, recruiting, CRM, or automation tools).
• Strong problem-solving skills with the ability to analyze customer needs and propose multiple solution paths.
• Excellent written and verbal communication skills with a strong focus on clarity, empathy, and precision.
• High attention to detail and ability to extract and interpret key information from customer interactions.
• Curiosity and a proactive mindset for understanding customer workflows and improving processes.
• Comfort working in a pooled support model and managing multiple customers simultaneously.

Benefits:

• Compensation range between 80,000 and 120,000 USD annually plus equity.
• Fully remote work within the United States.
• Unlimited PTO with encouraged annual time off.
• Stock options with a long exercise window to support long-term financial flexibility.
• Generous equipment, software, and workspace allowance.
• Learning and development budget to support courses, certifications, and professional growth.
• Comprehensive health insurance coverage for employees and dependents (US-based).