Timings: 9am-5pm EST/PST. Overlapping is required
Reporting: CEO
Fully Remote
We're Hiring: Customer Success Manager (Remote)
One of the fastest-growing software companies is looking for an exceptional Customer Success Manager to join their team!
Our client is a profitable and sustainably growing software holding company with around 50 team members. They build and operate multiple SaaS products across niche industries, with small, high-performing teams that offer the perfect balance of startup energy, cross-functional collaboration, and long-term stability.
About the Product
The wholesale jewellery industry is built on relationships and complex operations, yet much of the software powering it is decades behind. Our client is transforming the industry with a modern ERP platform designed specifically for wholesale jewellery businesses.
The Opportunity
As the Customer Success Manager, you'll own the entire customer journey from onboarding and implementation to adoption, retention, and long-term growth. You'll work directly with the CEO and a passionate team committed to building exceptional products and delivering outstanding customer experiences. This is an excellent opportunity for someone who enjoys leading complex customer implementations, building lasting client relationships, and making a meaningful impact on both the product and the company's growth
Roles and Responsibilities:
- Become a power user of “version 1” of the platform (currently in production) as you develop deep product and domain expertise in wholesale jewelry operations
- Serve as the primary contact for a portfolio of customers (shared with another Customer Success Manager), including customer onboarding, email/phone support, and ongoing success planning
- Proactively identify risks (usage drops, process gaps, stakeholder changes) and run customer check-ins (QBRs as appropriate) to improve Net Revenue Retention
- Create and maintain customer-facing enablement materials (help articles, onboarding checklists, release notes, training decks, Loom videos)
- Partner closely with Product + Engineering by translating customer feedback into clear problem statements, prioritizing requests, and validating solutions
- Help launch “version 2” by onboarding early adopters, collecting feedback, and building repeatable playbooks for scale
Requirements:
- 5+ years in Customer Success / Implementation / Account Management (or similar), supporting a B2B SaaS product with complex workflows (bonus = Jewelry / ERP software)
- Strong project management and people management skills to coordinate stakeholders, define timelines, and proactively drive tasks to completion
- AI-first approach to day-to-day problem solving, including enablement content, expediting inbox workflows, and facilitating meeting follow-ups
- Considered “very organized”, “proactive”, and “a great communicator” by previous colleagues
Team:
- We're a small team of passionate builders who actively collaborate over Slack, Notion, Loom, JIRA, Claude Cowork, Figma, Google Sheets, and agenda-driven meetings.
Things that describe you:
- You speak up early and clearly so no one is left guessing
- You enjoy driving projects forward and owning outcomes completely
- You believe the best ideas rise from collaboration and inspire others to join in
- You treat challenges like puzzles and find creative ways forward
- You obsess over elegant, simple experiences and work hard to simplify complex workflows
- You see AI and automation as the heart of tomorrow’s product innovation
Things you value:
- Flexibility of remote work, paired with high-performing people who truly care about their work
- Learning from an experienced leadership team and executing on key company initiatives
Job Type: Full-time
Pay: $43,462.00 - $60,847.10 per month
Application Question(s):
- Please record audio on Vocaroo.com for 60-90 seconds in English and submit a link here (copy paste below) introducing yourself and how is your experience relevant to the role.
Experience:
- Customer Success Manager : 6 years (Preferred)
Language:
Work Location: Remote
