Customer Success Manager

Summary

Join Burq, a fast-growing startup backed by leading venture capitalists, as a Customer Success Manager focused on the SMB segment. You will manage a large book of business, driving adoption, retention, and satisfaction. This role requires proactive problem-solving to help customers maximize platform usage. You will handle escalations, provide training, and serve as the voice of the customer internally. The ideal candidate thrives in a fast-paced environment, excels at juggling multiple accounts, and is passionate about building strong customer relationships. This is a fully remote position.

Requirements

• 1–3 years of experience in Customer Success in the B2B SaaS space
• Proven experience managing a large book of SMB accounts with varying needs
• Previous startup experience—comfortable with ambiguity, change, and building from scratch
• Strong understanding of customer retention strategies and handling escalations effectively
• Excellent communication skills—able to explain complex solutions simply and clearly
• Ability to build trust quickly and foster strong customer relationships
• Organized, self-motivated, and able to manage competing priorities with minimal oversight

Responsibilities

• Manage a large, diverse book of SMB accounts, ensuring each customer achieves their business goals using our platform
• Drive customer retention and reduce churn through proactive outreach, regular check-ins, and value delivery
• Handle customer escalations with urgency and empathy, working cross-functionally to find quick resolutions
• Provide training, enablement, and best practice guidance to customers so they can maximize platform adoption
• Serve as the voice of the customer internally, collaborating with Product, Engineering, and Support to improve features and processes
• Track account health metrics and identify expansion or upsell opportunities
• Develop account success plans for strategic customers within your book
• Contribute to building scalable processes for SMB customer success as our team grows

Preferred Qualifications

Familiarity with the last-mile delivery or logistics industry is a plus

Benefits

• Fully Remote
• Medical, Vision and Dental Insurance
• Reimbursement for educational courses