Online Customer Success Manager

Position Overview

As our Online Customer Success Manager, you will enhance every step of the customer lifecycle, from onboarding to renewal, using creativity, empathy, and experimentation.

Key Responsibilities

• Build strong, authentic relationships with users worldwide.
• Track behavior, extract insights, and act on trends to drive satisfaction.
• Design experiences that delight users while solving issues.
• Reduce churn with proactive outreach and engagement planning.
• Serve as the go‑to expert in chats, emails, forums, and community events.
• Test messaging, workflows, and campaigns to refine outcomes.
• Partner with product and UX teams to provide insights that influence future product features.
• Author knowledge‑base articles, FAQs, and customer communications with personality.

Candidate Profile & Requirements

Must have:

• 3+ years in Customer Success, Account Management, or Client Strategy supporting SaaS or tech platforms in a fully remote setting.
• Proficiency with Intercom, Zendesk, Salesforce, or HubSpot.
• Strong analytical skills using Excel, BI dashboards, or similar tools.
• Ability to turn feedback into feature suggestions.
• Excellent written, visual, and verbal communication.
• Drive to test and iterate.

Bonus points for:

• Background in UX, UI, or digital storytelling.
• Experience building customer communities or running webinars.
• Familiarity with AI‑driven support tools and customer journey mapping.
• Sense of humor and passion for GIF reactions.

Compensation & Perks

Salary: $97,000/year.

• Remote freedom.
• Wellness allowance.
• Learning credits.
• No‑meeting Fridays.
• Annual retreat.

Role Exclusions

Not a fit if you:

• Avoid customer interaction.
• Need micromanagement or hand‑holding.
• Prefer rules over creativity.
• Dislike asynchronous communication or Slack notifications.

Company Culture

• Iteration over perfection.
• Personality over professionalism.
• Diversity of thought, background, and time zones.
• Celebrating wins with confetti.
• Idea meritocracy.