Customer Success Manager

About the role

This role is a unique blend of customer success, product management, and deployment coordination. It involves working closely with Forward Deployed Engineers and Product Managers to ensure successful deployments lead to long-term customer value.

Responsibilities

• Own the post-deployment customer lifecycle, including onboarding, adoption, retention, and expansion.
• Partner closely with Forward Deployed Engineers during and after deployments to ensure customer value and ongoing success.
• Build strong relationships with customer stakeholders across operations, technical, and leadership teams.
• Drive customer adoption and usage, ensuring the product becomes deeply embedded in daily workflows.
• Define and track success metrics (KPIs) tied to customer outcomes and operational impact.
• Identify opportunities for account expansion, including new use cases, sites, or product capabilities.
• Act as the voice of the customer, translating feedback into actionable insights for Product and Engineering teams.
• Develop and refine customer success playbooks to improve repeatability and scalability.
• Proactively identify risks to customer success and drive resolution across internal teams.

Requirements

• Experience in Customer Success, Account Management, or similar customer-facing roles in a B2B SaaS or technical product environment.
• Strong ability to work with enterprise customers, ideally in operationally complex environments (logistics, supply chain, manufacturing, or similar).
• Travel to warehouse facilities to work directly with customers (~ 2 weeks / month).
• Comfort working with technical products, including ability to understand APIs, integrations, and data-driven workflows (no coding required, but technical fluency is important).
• Proven track record of driving customer adoption, retention, and expansion.
• Strong communication and relationship-building skills across both technical and non-technical stakeholders.
• Ability to operate in early-stage startup environments with high ownership and ambiguity.

Benefits

• Top-tier medical, dental, and vision coverage.
• 401k with employer matching.
• Equity.
• Parenthood leave.
• Unlimited vacation.

Compensation Range

$165K - $180K