RoleBlockit is seeking a Customer Success Manager to lead activation, adoption, and retention across our customer base. We're looking for someone with 3+ years in customer success, account management, or solutions at a software company. Experience standing up a function rather than inheriting one is a plus.
You will personally work with every contracted account we have - today that's hundreds of accounts, heavily concentrated in venture capital, private equity, financial services, and professional services firms, alongside a fast-growing base of AI and technology startups. You'll partner with our onboarding specialist to run pilots, fix problems, drive adoption, surface expansion signals for the rest of the GTM team, and be the voice that carries what they tell us back into the product.
Ideally, you are technical enough to figure out SSO or a broken calendar sync before you escalate it, commercially aware enough to recognize when an account is ready to grow, and analytical enough to write an SOP when a customer asks a usage question our dashboard can't answer yet. You are comfortable and excited by the speed of zero-to-one building in a startup environment and bonus points if you have a passion for productivity tools.
Our agent spreads virally, which means accounts land on you already curious and already using the product. Your job is to turn that curiosity into activated, deeply adopted teams - and to ensure the motion that lets the next ten people do it after you.
What you'll do:- Lead Enterprise onboarding, pilots, and rollouts end to end - setup, admin training, then adoption team by team: usage reviews with admins and chasing the pockets that haven't linked calendars.
- Serve as the primary contact for inbound support and agent-behavior feedback via email and Slack.
- Handle churn with a real save motion: understand why, offer the right landing spot, and harvest the reason.
- Build the machine: usage and retention reporting, templates, runbooks, and the QA loop behind our AI support agent.
What success looks like:- Accounts activate. Within 90 days of close, most of an account's users clear the value bar - five or more meetings scheduled. Account activation rate is the number you own.
- Activation sticks. Users hold that bar on a trailing 90-day basis. First-time activation is the start; sustained usage is the proof a team has actually changed how it schedules.
- The product gets better. A third of what customers write to us is a bug, a sixth a feature request. You turn that stream into prioritized input for product and engineering.
Who you are:- 3+ years in customer success, account management, or solutions. Founding or first-CS-hire experience is a strong plus.
- Technically curious and unafraid of the stack - you can hold your own with engineers.
- Comfortable with data and quick to learn. You know the difference between a number and a story.
- Commercially aware: you've read an account, known when it was ready to grow, and made the case with evidence rather than instinct.
- Exceptional writer - most of this job happens in email and Slack, in front of managing partners and heads of platform at some of the best firms in the world.
- Organized to a fault, with high agency and no ego about scope. Fifteen external calls, forty email threads, a bug queue, and a pilot scorecard only coexist if you have a system - and some weeks the job is a training session, some weeks a supplier registration portal at 9pm.
- Bonus: experience with horizontal productivity tools, or a network in venture capital, private equity, or professional services.
