OverviewWe 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 ResponsibilitiesCustomer 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
RequirementsThis 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
