Customer Success Manager

About the Role

This is a customer-facing role at a fast-growing B2B technology company where you will serve as the primary point of contact for a high-volume book of business spanning 100 or more accounts. You will work at the intersection of customer support, account management, and product feedback, helping technically sophisticated customers get the most out of a complex platform while contributing directly to how the product evolves.

The ideal candidate brings 2 to 6 years of CSM or account management experience at a B2B tech startup, ideally one with a technical product, and knows how to manage multi-level escalations without losing their composure. You are organized, curious, and comfortable operating in a fast-paced environment where things change quickly and your voice genuinely shapes the direction of the team.

Key Responsibilities

1. Diagnose and resolve complex customer issues by applying critical thinking and leveraging internal tooling or engineering support when needed
2. Serve as the primary contact for a high-volume book of accounts, handling inbound requests across phone, email, and chat
3. Partner with the support lead on documentation, escalations, product updates, and cross-functional communication with internal teams and third parties
4. Own a key piece of the product feedback loop by surfacing customer insights to engineering, product, and design teams
5. Build deep platform expertise to maximize the quality and speed of support you provide to customers
6. Collaborate with account management and product teams to proactively identify and address customer needs before they become issues
7. Contribute to maintaining an industry-leading customer satisfaction rate across the full customer base

Required Skills & Experience

• 2 to 6 years of experience as a CSM or account manager at a B2B tech startup with a technical product
• Demonstrated ability to manage a high-volume book of 100 or more accounts while prioritizing effectively across competing escalations
• Cross-functional experience translating customer feedback into actionable input for engineering, product, and design teams
• Ability to work on-site five days per week in San Francisco, CA
• Experience using customer support and CRM tooling such as Pylon or HubSpot

Preferred Skills

• Experience investigating and resolving complex technical problems for technically sophisticated end users
• Degree from a top university