Customer Success Manager
Remote • United States
The role
You're the person who takes a new MagicBlocks customer from "we just signed" to "this is converting leads better than any rep we've ever had." Onboarding. Performance tuning. The ongoing relationship after launch. The signal back into product.
You'll own a portfolio of customers in regulated, high-stakes industries - mortgage brokers, insurance agencies, dealerships, home-services operators. They don't tolerate AI that breaks under pressure. They expect their agent to make a number. Your job is to make sure it does.
What you'll own
1. Onboarding & launch
Take the customer from signed contract to live, converting agent - fast. You'll run the kickoff, gather the source-of-truth content (products, pricing, qualification rules, FAQs), coordinate the CRM integration, and stand the agent up before the customer's enthusiasm cools off. Most operators should be live in 7-14 days. That's on you.
2. Ongoing customer success
Carry a portfolio of accounts post-launch. Health-check them. Run the quarterly business reviews. Catch the early signals when an account is drifting before it shows up in the renewal forecast. Bring the founders into a conversation when the moment calls for it.
3. Performance optimization
This is the part most CS hires can't do. Get inside the agent's conversations, read transcripts, find where qualification is stalling or where the playbook is leaving deals on the table - and tune it. You'll work directly with the customer on prompt language, qualification logic, channel choice, and handoff timing. Their conversion number is your scoreboard.
4. Voice of customer
Be the loop between what customers actually need and what we build next. Patterns in support requests, repeated feature asks, where the agent surprises us, where it falls short - all of it comes back through you. Direct line to product and engineering. No middle layer.
What a great first 90 days looks like
- Day 30 - You've owned 2-3 active onboardings end-to-end. You can run a kickoff without a script. You know our 21 customers and what each one runs MagicBlocks for.
- Day 60 - You're carrying a portfolio. Your customers' agents are improving week-over-week, and you can show the numbers. You've already brought 2-3 product insights back to engineering.
- Day 90 - You've shaped at least one piece of the onboarding playbook based on what you've learned. New customers go live faster because of work you did.
What we're looking for
- 3-5 years in customer success or onboarding at a B2B SaaS company. Not a generalist account manager. You've owned a book of business, and you know what good looks like.
- You've worked with a sales-led product before. You understand that customers paid for outcomes, not features, and you measure your work by their results.
- You can read a conversation and tell us what's wrong. This is the rarest skill on this list. If you've built support workflows, sales playbooks, or conversation flows before - even in a previous life - that's the muscle we want.
- You're comfortable with a CRM and an integration. Bonus if you've worked inside HighLevel, HubSpot, or Salesforce. Double bonus if you've helped stand up Twilio or Calendly integrations.
- You write well. Customer emails. Internal updates. QBR decks. We're a small team - your writing is part of the product experience.
- You're calm under pressure. Our customers' livelihoods run on this. When something goes sideways, the customer needs to feel like the adult in the room is on their side. That's you.
Bonus
- You've worked in mortgage, insurance, auto, home services, fintech, or another high-intent lead category before.
- You've helped ship onboarding playbooks at an early-stage startup (10-50 people).
- You have an opinion on why most AI projects never make it to production - and what to do about it.
How we work
Five values. We hire and fire on these.
- Builder energy. We ship, iterate, improve fast.
- Truth over hype. Accurate and durable beats loud and temporary.
- Useful over impressive. If it doesn't help the customer win, it's not worth polishing.
- High trust. Clear direction. Clear accountability. Minimal drama.
- Customer proximity. Decisions anchored to real conversations and real outcomes.
Benefits
- Health, dental, and vision insurance
- Life & disability insurance
- 10 personal/sick days per year (available immediately)
- 3 weeks vacation per year (accrued per pay period)
- 401(k)
Logistics
- Location: Remote, US-based. You must work core US business hours
- Travel: Light. Quarterly customer visits and one annual offsite.
- Reports to: The co-founders directly while we build the function. You'll have meaningful influence over how Customer Success is shaped here.
How to apply
- A short paragraph on a customer you took from troubled to thriving - what you did, what changed, and how you knew it worked.
- Optional: a Loom or written outline of where an AI sales agent ideally fits within the lead journey.
We read every application. We reply to every applicant we interview.
