Overview of the roleWe're looking for a highly adaptable Customer Success Manager who thrives in fast-moving startup environments and enjoys balancing customer relationships, revenue growth, technical troubleshooting, and operational execution. This is a hands-on role with broad ownership. You'll manage a book of business while helping customers maximize the value they receive from the platform and identify opportunities for long-term growth.
Success in this role requires someone who is proactive, resourceful, technically curious, commercially minded, and comfortable figuring things out independently in an evolving environment. This is a hands-on startup environment where team members operate across customer success, technical troubleshooting, support, and revenue growth. The right person will enjoy variety, autonomy, and solving problems in a fast-paced startup environment.
What you will doCustomer Growth and Revenue Expansion- Own a portfolio of customer accounts across a range of customer sizes and technical maturity levels
- Drive revenue growth within existing customer accounts through strong engagement, adoption, relationship management, and expansion opportunities
- Identify growth opportunities based on customer usage, adoption trends, business goals, and workflow expansion opportunities
- Lead customer conversations focused on value realization, outcomes, ROI, and long-term partnership growth
- Own renewals and expansion opportunities within your book of business, partnering with Customer Success leadership on strategy and execution
- Be accountable for revenue-related outcomes tied to your book of business
Customer Engagement & Execution- Lead ongoing customer engagement through regular check-ins, business reviews, adoption conversations, and strategic follow-up discussions
- Create clear next steps, action plans, and customer communication after meetings
- Manage multiple competing priorities and customer requests simultaneously
- Maintain accurate CRM data, account documentation, and internal tracking
- Help improve and shape customer success processes as the company scales
Technical Troubleshooting & Product Engagement- Develop deep knowledge of the Vouched platform, APIs, workflows, and configuration options
- Investigate customer issues by reviewing logs, JSON payloads, dashboard data, API responses, and platform behavior
- Write or modify basic SQL queries to analyze customer usage, troubleshoot issues, and identify trends
- Serve as the first point of coordination during customer escalations and drive issues toward resolution
- Partner closely with engineering and product teams while independently managing customer communication and investigation
- Clearly explain technical concepts and product behavior to both technical and non-technical stakeholders
Support & Operational Ownership- Participate in shared customer support coverage and escalation management as part of the Customer Success team
- Jump into urgent customer situations with a solutions-oriented mindset
- Help identify recurring customer issues and improve internal documentation, workflows, and operational processes
- Operate effectively in an environment where priorities may shift quickly and processes are continuously evolving
Cross-Functional Collaboration- Share structured customer feedback with Product and Engineering teams
- Advocate for customer needs while balancing business priorities
- Collaborate cross-functionally to improve customer experience, product adoption, and operational efficiency
What Makes Someone Successful in This RoleThis role is a strong fit for someone who:
- Enjoys working in a fast-moving startup environment with evolving priorities
- Is comfortable wearing multiple hats and operating with high ownership
- Likes solving problems independently and figuring things out without waiting for perfect process or documentation
- Can move comfortably between executive customer conversations and hands-on troubleshooting
- Is motivated by measurable business outcomes and accountability
- Has a strong "roll up your sleeves" mentality and a bias toward action
- Thrives in environments where adaptability, resourcefulness, and learning quickly are critical
Requirements- 4+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, Support, or a similar customer-facing SaaS role
- Experience working at an early-stage or high-growth B2B SaaS company
- Strong communication and relationship management skills with both business and technical stakeholders
- Ability to prioritize effectively while managing multiple customer relationships, requests, and competing priorities simultaneously
- Comfortable troubleshooting technical issues and navigating ambiguity independently
- Experience working with APIs, JSON, logs, developer documentation, or technical workflows
- Experience writing basic SQL queries or working with customer/product data
- Strong organizational skills and attention to detail in a fast-moving environment
Strong Plus (Not Required)- Experience in identity verification, fintech, healthcare, or regulated industries
- Familiarity with Snowflake or similar data warehouses
- Experience supporting API-based or highly technical SaaS products
- Experience participating in support rotations or escalation management
- Exposure to onboarding, implementation, or workflow configuration
- Ability to work core hours aligned with Pacific / Mountain Time
Benefits- Equity compensation
- Remote-first environment
- Flexible PTO and 11+ annual company holidays
- 401k
- Medical, dental, and vision coverage
- Wellness benefits (EAP, LifeHealth Online, One Medical, Perkpot)
- Paid parental leave
- Pay scale: $130-160k OTE
This is a remote role - however, you must be based in the US (US work authorization required) 
