Job Details

Overview

We are seeking a high-impact Customer Success Manager to own the end-to-end customer experience—from first demo through long-term retention, expansion, and advocacy. This is a front-line, revenue-adjacent role with direct exposure to leadership and decision-making.

You will represent a sophisticated business intelligence platform used by high-growth e-commerce brands and elite operators who demand performance, precision, and speed. This is not a passive support role. You will run demos, manage onboarding, support customers, nurture pipeline opportunities, and act as a trusted extension of sales, product, and leadership.

This role is best suited for someone who thrives in a fast-moving startup environment, operates independently, and takes ownership without waiting for instructions.

Key Responsibilities

Customer Demos & Onboarding

• Lead confident, polished live product demos for inbound leads and prospects
• Tailor demos and presentations based on customer sophistication, business model, and use case
• Build and customize decks for demos, onboarding sessions, QBRs, and follow-ups
• Clearly explain workflows, dashboards, attribution models, and performance metrics
• Answer technical and product questions live with confidence and clarity

Customer Support & Retention

• Serve as first-line support for customer questions and issues
• Maintain fast, professional response standards
• Triage issues and coordinate with product and engineering teams when necessary
• Proactively identify churn risk and intervene early
• Build strong, trusted relationships with high-value customers

Sales Pipeline & Revenue Support

• Follow up on inbound leads, trials, and warm prospects
• Re-engage stalled opportunities with tailored outreach and materials
• Maintain clean, accurate CRM records with clear next steps
• Support renewals, expansions, and upsells
• Partner closely with leadership to help close deals

AI-Driven Execution & Internal Operations

• Use AI tools daily to improve speed, clarity, and execution quality
• Leverage AI for research, summarization, customer insights, and documentation
• Create customer-ready decks and materials using AI-assisted workflows
• Keep detailed, accurate CRM, support, and account notes
• Surface actionable customer feedback that influences product direction
• Improve internal processes, playbooks, templates, and workflows
• Operate independently in a fast-paced startup environment

Requirements

This role is a strong fit if you are:

• Happy, upbeat, confident, and highly personable
• Professional and polished on video and live calls
• Extremely organized and detail-oriented
• Comfortable explaining technical concepts to non-technical audiences
• Fluent with modern AI tools and productivity workflows
• Skilled at building clean, persuasive decks and presentations
• Energized by accountability, ownership, and startup pace
• A self-starter who takes initiative without needing heavy structure

This role is not a fit if you prefer slow pace, rigid structure, or narrowly defined responsibilities.

Required Experience

• 2–5 years of experience in customer success, account management, sales, or solutions consulting
• Proven experience running live software demos
• SaaS experience strongly preferred
• Experience with analytics platforms, data tools, or marketing technology preferred
• Demonstrated ability to build customer-facing decks and presentations
• Strong written and verbal communication skills
• Comfortable working with CRMs, AI tools, and modern SaaS platforms