Manager of Customer Success

The Role

We're looking for a Customer Success Manager to own and scale our entire customer success operation. This isn't a support ticket role! You'll build, run, and optimize our success function from the ground up while directly supporting customers who rely on our software to run their businesses.

You'll be the bridge between our customers, our product team, and our growth strategy. Success means customers getting value faster, staying longer, and growing with us.

Customer Success Operations (Full 360° Ownership)

• Design and execute the complete customer success strategy
• Build scalable onboarding workflows that reduce time-to-value
• Develop customer health monitoring systems and proactive intervention processes
• Create customer segmentation strategies for personalized support experiences
• Own retention metrics and drive continuous improvement
• Maintain, improve internal / external company knowledge base.

Intercom Platform Management

• Architect and optimize our entire Intercom setup (AI features, automated workflows, chatbots, routing logic, help center)
• Build sophisticated automation flows for onboarding, education, and retention
• Implement AI-powered support features (Fin AI Agent, resolution bot, article suggestions)
• Design and maintain reporting dashboards for support metrics and customer insights
• Continuously optimize response times, resolution rates, and CSAT scores

Team Building & Management

• Recruit and train support team members as we scale
• Develop, improve, maintain team processes, playbooks, and knowledge management systems
• Set performance standards and coach team members to excellence
• Foster a culture of customer obsession and technical excellence

Product & Development Collaboration

• Translate customer feedback into actionable product requirements
• Document feature requests with business impact analysis
• Collaborate with developers to communicate technical solutions to customers
• Participate in product planning to advocate for customer needs

Process & Systems Optimization

• Integrate customer success tools (Intercom, Jira, Product analytics platform)
• Build automation workflows that scale support without scaling headcount
• Create self-service resources that deflect common support requests
• Continuously improve efficiency across the customer journey

Experience & Background

• 2+ years in customer success, support, or account management roles (preferably SaaS)
• Hands-on experience in advertising, eCommerce, or affiliate marketing (you understand our customers' world)
• Proven track record scaling and managing remote support operations from scratch

Platform expertise

• Intercom power user: Deep experience beyond basic chat → workflows, automation, AI features, reporting, help center optimization, team management
• HubSpot certified (or equivalent CRM platform certification i.e. Salesforce, Pipedrive, zoho)
• Zapier or Make, n8n | AI Workflow Automation Software & Tool pro-level skills: Complex multi-step workflows, API connections, error handling.
• AI platforms power user: Experience with Claude, ChatGPT, Gemini and others (beyond basic chats).

Core Competencies

• Native English speaker with exceptional written communication skills
• Ability to explain technical concepts to non-technical users clearly and patiently
• Strategic thinker who can balance immediate customer needs with long-term scalability
• Data-driven decision maker comfortable with analytics and reporting
• Self-starter who thrives in a small team environment

• Experience with marketing attribution, analytics and data platforms such as Google Tag Manager, Meta Pixel, Google Analytics
• Knowledge of privacy regulations (GDPR, CCPA) and their impact on tracking
• Experience with Airtable, Jira, or Slack automation
• Background in agency environments or serving agency or ecommerce clients

• Ownership: This is your function to build. We'll support you, but you'll have autonomy to execute your vision
• Impact: Our customers depend on accurate data to run their businesses. Your work directly affects their success
• Learning: Work at the intersection of marketing technology, data privacy, and customer success
• Team: Join a team where everyone's contribution matters
• Flexibility: Fully remote team serving global customers