Customer Success Manager

Accountabilities: Manage a dedicated portfolio of approximately 40–60 Mid-Market customers, serving as their strategic partner throughout the customer lifecycle. Lead customer onboarding, including kickoffs, milestone reviews, and guidance toward the first measurable outcomes. Develop a strong understanding of customer objectives and translate them into measurable, mutually agreed success plans. Provide proactive and consultative guidance through strategic touchpoints and value-focused conversations. Monitor customer health and adoption trends, identifying risks early and taking action to address potential blockers. Partner with Account Management on retention and expansion opportunities while coordinating with Technical Support, Product, Solutions, and Engineering when additional expertise is required. Own customer escalations from identification through resolution, maintaining clear communication and customer confidence throughout the process. Advocate for customer needs internally by sharing feedback and contributing to improvements in the product and overall customer experience. Encourage AI adoption across the customer portfolio by helping customers leverage AI-powered solutions and applying AI-native approaches to Customer Success. Contribute to the wider Customer Success organization by sharing best practices, improving playbooks, and participating in webinars and enablement initiatives. Requirements: 2+ years of experience as a Customer Success Manager working with technical products in a SaaS environment. Experience communicating with software developers and engaging with customers on technical topics. Strong customer-centric mindset, with the ability to form clear opinions and provide strategic, consultative advice. Demonstrated ability to understand the business context behind customer requests and identify underlying needs rather than simply addressing surface-level issues. Strong organizational and prioritization skills, with the ability to manage multiple customers and competing priorities effectively. Comfort working in ambiguous or complex situations, combining business understanding, technical curiosity, and creativity to solve customer challenges. Strong communication, relationship-building, influencing, and problem-solving skills. Fluency in French, Russian, and/or Spanish is highly valued. Experience with lifecycle messaging is considered a plus. Comfortable using AI tools to improve productivity, customer outcomes, and ways of working. Ability to work remotely and collaborate effectively across distributed, cross-functional teams. Benefits: Annual salary of $80,000 USD , or equivalent in local currency, depending on experience and subject to market-rate adjustments. 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for employees and their families. 16 weeks of paid parental leave . Unlimited paid time off. Remote-work and wellness stipends. Professional development budget. An inclusive, globally distributed working environment. Opportunities to contribute to customer strategy, AI adoption, and broader Customer Success initiatives. A collaborative culture focused on empathy, transparency, responsibility, and continuous improvement.