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Customer Success Manager
Location
United States
Posted
37 days ago
Salary
0
Seniority
Lead
No structured requirement data.
Job Description
Customer Success Manager
Sharetru
Role Description This is not a steady-state CSM position where you inherit a playbook and run it. You will be the first dedicated customer success hire at Sharetru. Your primary mission is twofold: - Ensure every new customer is onboarded successfully and deeply adopted. - Own the renewal pipeline to retain the customers we’ve earned. Everything else—QBRs, advocacy, customer health—flows from getting those two things right. Upgrades and new revenue opportunities are handled by our account executive; your job is to make customers so successful that those opportunities surface naturally. You’ll report directly to the CEO, who has been the de facto CSM until now. That means you’ll have full context on customer relationships, direct access to executive decision-making, and the autonomy to shape how Sharetru serves its customers going forward. The right person for this role is a builder who is energized by the challenge of creating something from scratch—someone who can design an onboarding workflow that gets a healthcare customer sharing ePHI securely in their first week, then turn around and build a renewal forecasting model that ensures no contract falls through the cracks. If you thrive in environments where the playbook doesn’t exist yet and you get to write it, this is your role. Qualifications - 3–7 years in a customer success, account management, or customer-facing role at a B2B SaaS company—with direct ownership of a renewal book. - Demonstrated experience managing renewals, conducting QBRs, and maintaining high gross retention rates. - Compliance fluency: working knowledge of at least one regulated framework (FedRAMP, HIPAA/ePHI, ITAR, CMMC, SOC 2, FINRA, or similar). - Experience building or significantly improving a customer success process, playbook, or system from scratch. - Strong organizational skills with the ability to manage a large book of business. - Exceptional communication skills. - Self-starter mentality. Requirements - Own the end-to-end onboarding experience for every new Sharetru customer. - Design and implement a repeatable onboarding playbook tailored to compliance-driven use cases. - Create onboarding checklists, welcome sequences, and milestone-based check-ins. - Reduce time-to-value by proactively guiding customers through configuration and integrations. - Identify and address adoption risks early. - Own the renewal pipeline end-to-end. - Build and manage a renewal tracking system. - Identify at-risk accounts through usage data and engagement signals. - Surface upgrade and expansion signals. - Segment the customer base by ARR and risk profile. - Design and document Sharetru’s customer success playbook from scratch. - Select, implement, and manage a customer success platform. - Document institutional knowledge from the CEO transition. - Create templates and frameworks that can scale. - Conduct Quarterly Business Reviews for strategic accounts. - Be the voice of the customer internally. - Partner with the account executive for smooth handoffs on expansion opportunities. - Identify and cultivate customer champions. Benefits - Competitive salary. - Fully remote role. - Employer-paid medical. - Employer-paid dental and vision insurance. - 401k/Roth with company match. - Paternity/Maternity Leave. - Paid time off + Medical Leave + 10 company holidays. - Professional Development. - Company provided technology. - Direct access to the CEO and meaningful influence over onboarding, retention strategy, and customer experience. - The opportunity to build and own an entire function from the ground up. - Work on a product that genuinely matters.
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