Customer Success Manager

Summary

Join SearchStax as a Commercial Customer Success Manager (CSM) and manage a high-volume, low-touch portfolio of mid-market accounts. You will be responsible for driving customer adoption, mitigating churn, ensuring renewals, and identifying upsell opportunities for our Managed Search product. This role involves close collaboration with technical stakeholders, leveraging automation, and providing technical expertise. Success in this position requires a strong technical background in SaaS products and cloud infrastructure, along with excellent communication and customer relationship skills. The compensation package includes a competitive base salary, variable pay, and a comprehensive benefits package.

Requirements

• 3+ years in Customer Success, Account Management, or Technical Account Management for a SaaS or cloud-based product
• Comfortable discussing search infrastructure, cloud-based deployments (AWS, GCP, Azure), APIs, and database management (Solr, Elasticsearch, MongoDB, etc.)
• Ability to build relationships with technical stakeholders and drive value-based conversations
• Proven ability to meet or exceed churn mitigation, renewal, and expansion targets
• Able to translate complex technical concepts into actionable insights for customers
• Comfortable managing high-volume customer engagement efficiently through automation, playbooks, and CRM tools

Responsibilities

• Own and drive renewal conversations, proactively addressing churn risks
• Guide customers in leveraging Managed Search capabilities, ensuring they are optimizing performance, scaling efficiently, and reducing operational overhead
• Serve as the primary point of contact for technical champions, providing insights and best practices on search performance, uptime, and scaling
• Identify opportunities for account growth through increased search workloads, additional environments, or premium support services and partner with Sales to close these opportunities
• Leverage automation, campaigns, and data-driven insights to efficiently manage a portfolio of ~100 accounts
• Work with Support and Product teams to resolve technical roadblocks, ensuring a seamless customer experience
• Track adoption, usage trends, and risk indicators, taking proactive steps to drive retention

Preferred Qualifications

Experience working with DevOps, IT Ops, Engineering, or Data teams

Benefits

• Base Salary: The base salary range for this role is $100,000-$120,000 with a 20% variable
• Additional Benefits: Beyond base salaries, SearchStax employees enjoy a comprehensive benefits package, with potential for equity and performance-based bonuses