Manager of Customer Success

{
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  "source_hash": "ed25f673abd15d0cd438e8bf13ac0a805eb7aa1f457b8a77daa1f70548cd9804",
  "last_changed_at": "2026-05-29T07:02:24.415Z",
  "active_status": "active"
}

{
  "language": "en",
  "location": {
    "raw": "Austin, TX",
    "city": "Austin",
    "region": "TX",
    "country": "United States",
    "is_remote": false,
    "confidence": 0.9
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-06T07:57:03.166Z",
  "launch_scope": {
    "reason": "english_us_canada",
    "included": true,
    "language": "en",
    "location": {
      "raw": "Austin, TX",
      "city": "Austin",
      "region": "TX",
      "country": "United States",
      "is_remote": false,
      "confidence": 0.9
    },
    "countries": [
      "United States"
    ]
  },
  "remote_policy": null,
  "salary_period": null,
  "workplace_type": "on_site",
  "salary_currency": null
}

{}

{
  "lists": [
    {
      "text": "What you’ll do:",
      "content": "<div>\n\n<li>\n<p><strong>Build the Customer Success foundation</strong></p>\n\n</li><li>\n<p>Design and deploy a structured onboarding and implementation program from closed-won through go-live</p>\n</li>\n<li>\n<p>Define milestones, ownership, and time-to-value benchmarks</p>\n</li>\n\n\n<li>\n<p><strong>Create scalable customer education systems</strong></p>\n\n</li><li>\n<p>Build onboarding programs (bootcamps, webinars, guided sessions) to drive activation and adoption</p>\n</li>\n<li>\n<p>Develop and maintain a help center, knowledge base, and video content library</p>\n</li>\n\n\n<li>\n<p><strong>Establish customer health and feedback systems</strong></p>\n\n</li><li>\n<p>Define and implement a customer health scoring model with leading indicators and risk signals</p>\n</li>\n<li>\n<p>Launch NPS/CSAT programs and integrate feedback into product and CS workflows</p>\n</li>\n\n\n<li>\n<p><strong>Own retention and expansion strategy</strong></p>\n\n</li><li>\n<p>Build proactive retention and renewal processes, including risk identification and save playbooks</p>\n</li>\n<li>\n<p>Develop upsell and cross-sell playbooks with clear triggers, messaging, and workflows</p>\n</li>\n\n\n<li>\n<p><strong>Lead customer support and service quality</strong></p>\n\n</li><li>\n<p>Define support workflows, SLAs, escalation paths, and service standards</p>\n</li>\n<li>\n<p>Improve response quality and ensure support becomes a strategic lever for retention</p>\n</li>\n\n\n<li>\n<p><strong>Operationalize account management</strong></p>\n\n</li><li>\n<p>Create structured touchpoints and relationship management cadences across the customer lifecycle</p>\n</li>\n<li>\n<p>Ensure consistent value delivery and adoption tracking</p>\n</li>\n\n\n<li>\n<p><strong>Drive metrics and visibility</strong></p>\n\n</li><li>\n<p>Own KPIs across onboarding, support, retention, and expansion</p>\n</li>\n<li>\n<p>Build reporting systems that provide clear visibility into customer health and performance</p>\n</li>\n\n\n<li>\n<p><strong>Build and lead the team</strong></p>\n\n</li><li>\n<p>Manage, coach, and develop customer-facing team members</p>\n</li>\n<li>\n<p>Establish performance standards and a culture of ownership and accountability</p>\n</li>\n\n\n<li>\n<p><strong>Partner cross-functionally</strong></p>\n\n</li><li>\n<p>Collaborate with Sales, Product, and Leadership to improve customer outcomes and internal alignment</p>\n</li>\n<li>\n<p>Surface customer insights to influence product and business decisions</p>\n</li>\n\n\n\n</div>"
    },
    {
      "text": "About you",
      "content": "<div>\n\n<li>\n<p>3–5 years of relevant management experience in Customer Success, Customer Support, or Account Management.</p>\n</li>\n<li>\n<p>Proven experience building or scaling CS programs in early-stage or ambiguous environments (0→1 or 1→10)</p>\n</li>\n<li>\n<p>Hands-on experience designing systems such as onboarding programs, training initiatives, help centers, or health scoring models</p>\n</li>\n<li>\n<p>Strong operational mindset—able to turn ambiguity into structured workflows and repeatable processes</p>\n</li>\n<li>\n<p>Experience owning or contributing to retention, renewals, and expansion (upsell/cross-sell)</p>\n</li>\n<li>\n<p>Comfortable working with CS tools (e.g., HubSpot, Salesforce, Intercom, Zendesk, Notion)</p>\n</li>\n<li>\n<p>Data-driven, with experience tracking KPIs and using insights to drive decisions</p>\n</li>\n<li>\n<p>Strong cross-functional collaborator with excellent communication skills</p>\n</li>\n<li>\n<p>Experience working with SMB customers; bonus if in construction, home services, or similar industries</p>\n</li>\n<li>\n<p>Proven ability to lead, coach, and develop high-performing teams</p>\n</li>\n<li>\n<p>High ownership mentality with a bias toward action and accountability</p>\n</li>\n\n</div>"
    },
    {
      "text": "What we offer",
      "content": "<div>\n\n<li>\n<p>Competitive Salary + Equity</p>\n</li>\n<li>\n<p>Unlimited Paid Time Off (PTO)</p>\n</li>\n<li>\n<p>401(k)</p>\n</li>\n<li>\n<p>Medical, Dental &amp; Vision Insurance</p>\n</li>\n<li>\n<p>Life &amp; Disability Insurance</p>\n</li>\n<li>\n<p>Flexible Spending Account (FSA)</p>\n</li>\n<li>\n<p>Dependent Care FSA (DC FSA)</p>\n</li>\n<li>\n<p>Relocation Allowance</p>\n</li>\n<li>\n<p>Top-Notch Equipment - Choose your laptop!</p>\n</li>\n<li>\n<p>Team Offsites</p>\n</li>\n\n</div>"
    }
  ],
  "country": "US",
  "createdAt": 1774980312689,
  "updatedAt": null,
  "categories": {
    "team": "Customer Success",
    "location": "Austin, TX",
    "commitment": "Full-time Employee",
    "allLocations": [
      "Austin, TX"
    ]
  },
  "salaryRange": null,
  "workplaceType": "onsite"
}