Customer Success Manager
HybridSan Francisco, California, United States
Job Summary
Own and manage a portfolio of customers from onboarding to renewal by leading onboarding calls, product walkthroughs, and success planning. Build strong, trusted relationships through proactive communication while developing strategies to increase product adoption and reduce churn. Monitor account health, usage, and feedback to identify risks, then collaborate with Product, Support, Sales, and Operations to resolve issues and improve the customer journey. Maintain clear documentation and progress tracking as your strategic partner ensuring clients achieve desired outcomes. Requires 2–5+ years in customer-facing roles, proficiency with CRM and ticketing tools, and experience in a fast-changing environment.
Required Qualifications
- 2–5+ years in Customer Success, Account Management, Client Services, or a similar customer-facing role
- Must-Have Experience: CRM systems (HubSpot, Salesforce, or similar)
- Must-Have Experience: Ticketing & Support tools (Zendesk, Intercom, Freshdesk, Gorgias, etc.)
- Must-Have Experience: Project management tools (Asana, ClickUp, Monday, Trello)
- Must-Have Experience: Video communication platforms (Zoom, Google Meet)
- Must-Have Experience: Data & reporting tools (Google Sheets, Excel, analytics dashboards)
- Strong presentation, communication, and relationship-building skills
- Ability to manage multiple clients, timelines, and deliverables
Desired Qualifications
- Experience in SaaS, tech-enabled services, or digital platforms strongly preferred
- Nice-to-Have: SaaS onboarding tools (Userflow, ChurnZero, Catalyst, Gainsight)
- Nice-to-Have: Basic understanding of APIs, integrations, or tech troubleshooting
- Nice-to-Have: Experience working in a startup or high-growth tech environment
- Experience working in hybrid or on-site Bay Area roles is a plus
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