Senior Customer Success Manager

Summary

Join SearchStax as a Customer Success Manager (CSM) and play a pivotal role in fostering strong customer relationships. You will be responsible for understanding customer needs, ensuring successful product adoption, and driving measurable outcomes. This involves building trusted relationships with stakeholders at all levels, developing strategic account plans, and proactively managing risk. Collaboration with internal teams (Product, Sales, Support) is crucial to align on customer priorities and advocate for their needs. You will also mentor other CSMs, contribute to scalable processes, and help build a high-performance Customer Success function. The ideal candidate possesses strong customer management skills, a consultative mindset, and a proven track record of success in a similar role. This is a remote-first position with competitive compensation and benefits.

Requirements

• Customer & Account Management Skills
• Consultative mindset with strong discovery, listening, and value articulation skills
• Excellent relationship-building and stakeholder management across all levels of an organization
• Strong communication and storytelling abilities—both written and verbal
• Strategic thinking combined with tactical execution—able to zoom in and out
• Comfort with ambiguity, change, and startup velocity
• Strong sense of ownership, proactive mindset, and accountability for outcomes
• Cross-functional collaborator who thrives in a team-first environment
• Natural mentor with a passion for coaching and elevating peers
• 6+ years in a Customer Success, Account Management, or Strategy role with enterprise or mid-market customers
• Inherently technical and curious with a strong aptitude to learn our products and related ecosystems
• Proven experience helping customers quantify business value and deliver measurable outcomes
• Track record of managing account plans, identifying risk, and driving mitigation strategies
• Experience mentoring or coaching peers within a customer-facing team
• Skilled in customer storytelling, executive communication, and success planning
• Familiarity with SaaS, cloud technologies, and ideally digital experience platforms
• Experience working cross-functionally with Product, Sales, and Support teams
• The ability to act with a high level of autonomy and leverage resources based on customer needs

Responsibilities

• Deeply understand customer goals, use cases, and success metrics through ongoing discovery
• Build trusted relationships with both daily users and executive stakeholders
• Lead and manage the onboarding process, ensuring clear expectations, a smooth rollout, and early product adoption milestones
• Guide customers through value realization—helping them articulate, document, and quantify the impact of our solutions
• Develop strategic account plans that align to business outcomes and support long-term growth
• Identify and mitigate risk by proactively creating and managing project-level risk plans
• Facilitate regular success check-ins and strategic business reviews
• Collaborate with Product, Sales, and Support to ensure alignment and advocate for customer needs
• Drive meaningful business reviews or related customer activities to drive strategic discussions and ensure alignment between SearchStax and customers’ leadership
• Support and mentor other CSMs by sharing best practices, processes, and insights
• Surface opportunities for expansion, renewals, and cross-sell through partnership and insight
• Identify, develop, and amplify customer success stories and advocates
• Actively contribute to building a high-performance, scalable Customer Success function in a start-up environment
• Partner with Account Managers / Account Executives / Technical Account Managers to build long-terms strategies with customers

Preferred Qualifications

• Bachelor's degree in Business, Communications, or a related field preferred
• Prior exposure to search, database, cloud, and infrastructure technology is a plus

Benefits

• Remote-First: We're a diverse team spanning the United States and India, with collaborative workspaces in Los Angeles, CA and Boston, MA
• Competitive Compensation & Stock Options: We want you to share in our success. As a team member, you'll have the chance to become a shareholder
• 401k Match: We offer a 4% match on 401k contributions to help you save for the future
• Healthcare Benefits: Your health matters! We've got you covered with comprehensive medical, dental, and vision plans. Best of all, we foot the bill for 100% of employee-only premiums
• Paid Time Off: We value work-life balance. We offer flexible vacation time and paid holidays
• Exciting Growth Opportunities: We are building cutting-edge open source and cloud technology. There is no shortage of opportunities to innovate and grow your career