Customer Success Manager

Summary

Join StarTree's growing Customer Success Team as a Customer Success Manager and ensure customer success, engagement, and value realization from the StarTree platform. Serve as a trusted advisor, project manager, and customer advocate throughout the customer lifecycle. Core responsibilities include delivering customer value, building strong customer relationships, managing customer experience, tracking projects and action items, collaborating cross-functionally, developing product and technical competence, and advocating for customer needs. The ideal candidate possesses 4+ years of B2B SaaS customer-facing experience, a proven track record of improving customer satisfaction and driving account growth, strong project management skills, and experience leading QBRs. Exceptional collaboration and communication skills are essential, along with comfort in a fast-paced startup environment. Prior experience in small to mid-sized companies is a plus.

Requirements

• 4+ years of direct customer-facing experience in Customer Success, Account Management, or Customer Support, within a B2B SaaS or technical environment
• Proven track record of improving customer satisfaction and driving account growth or renewals
• Strong project management skills with the ability to manage multiple priorities, track deliverables, and keep stakeholders aligned and informed
• Demonstrated experience leading QBRs and aligning with customer executives on strategic goals
• Highly detail-oriented with excellent organizational and communication skills
• Comfortable learning new technologies and developing technical competence to effectively support and guide customers
• Exceptional ability to collaborate across internal functions including Sales, Product, Engineering, and Marketing
• Comfortable working in a fast-paced, startup environment where you’ll help build and refine processes for scale

Responsibilities

• Ensure customers achieve their desired outcomes through adoption of StarTree solutions and realize measurable value from their investment
• Build strong relationships with customer stakeholders at all levels, including driving executive alignment and leading Quarterly Business Reviews (QBRs)
• Establish regular touchpoints and feedback loops to proactively monitor customer health, track key milestones and deliverables, and address risks before they become issues
• Use project management best practices to manage key deliverables, action items, and customer requests with precision and accountability
• Partner closely with Sales, Marketing, Product, and Engineering to bring the voice of the customer to internal teams, influence product roadmaps, and identify expansion opportunities
• Become proficient in the StarTree technology stack and develop a working knowledge of how our platform fits into customers' data and analytics ecosystems. Maintain a strong willingness to learn new technologies, tools, and processes as our products and customers evolve
• Champion the needs of your customers internally, and work to ensure high levels of satisfaction, retention, and advocacy

Preferred Qualifications

Prior experience in small to mid-sized companies is a strong plus