Customer Success Manager

Timings: 9am-5pm EST/PST. Overlapping is required Reporting: CEOFully 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 ProductThe 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 OpportunityAs 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 operationsServe as the primary contact for a portfolio of customers (shared with another Customer Success Manager), including customer onboarding, email/phone support, and ongoing success planningProactively identify risks (usage drops, process gaps, stakeholder changes) and run customer check-ins (QBRs as appropriate) to improve Net Revenue RetentionCreate 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 solutionsHelp 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 completionAI-first approach to day-to-day problem solving, including enablement content, expediting inbox workflows, and facilitating meeting follow-upsConsidered “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 guessingYou enjoy driving projects forward and owning outcomes completelyYou believe the best ideas rise from collaboration and inspire others to join inYou treat challenges like puzzles and find creative ways forwardYou obsess over elegant, simple experiences and work hard to simplify complex workflowsYou 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 workLearning from an experienced leadership team and executing on key company initiatives