Customer Success Manager

Salary

Core Qualifications

Preferred Qualifications

Key Responsibilities

• •Own the onboarding of new buyers end to end, from first purchase to first repeat purchase.
• •Run onboarding calls and follow-ups, ensuring every new buyer understands how to filter, buy, and work leads effectively.
• •Design and maintain the onboarding sequence (content, timing, channel) and improve it based on what actually converts.
• •Manage a book of high-value accounts with regular check-ins, usage reviews, and proactive outreach.
• •Build and maintain a health-scoring model that flags at-risk accounts before they churn.
• •Run save conversations on at-risk accounts and document what worked, by reason code.
• •Act as the escalation point for buyer complaints, including lead quality disputes, refund requests, and billing or balance issues.
• •Coordinate with support, sales, and engineering to resolve issues, and follow through until the customer confirms resolution.
• •Operate within agreed refund and credit authority limits, and defend those decisions with data.
• •Collect, categorise, and quantify churn and refund reasons, turning anecdotes into a ranked list.
• •Deliver a weekly written report to product and leadership on retention performance and the top issues driving cancellations.
• •Advocate for the product changes that would remove recurring causes of churn.
• •Build the Customer Success playbooks from scratch: onboarding, save, win-back, and escalation.
• •Maintain accurate account records and interaction history in our systems.
• •Report on retention metrics weekly, and own the definitions behind them.
• •Work daily with sales on the handoff of new buyers, and with support on ticket patterns.
• •Partner with product and analytics on lifecycle experiments and instrumentation.