• Serve as a key point of contact for B2B clients, managing inbound inquiries via Slack, email, and video calls • Develop deep expertise in Swish’s products, data, and workflows to effectively support client needs • Troubleshoot client issues in real time, translating technical concepts into clear, actionable guidance • Proactively identify client pain points, usage gaps, and opportunities to improve retention and satisfaction • Monitor client performance and engagement, ensuring successful onboarding and ongoing adoption

Role Description As a Customer Success Manager, you will be responsible for overseeing the relationship and strategic management of some of our most significant mid-market accounts. In this role, you will serve as the primary point of contact for our customers, taking ownership of their experience from onboarding through to renewals, upsell, and cross-sell opportunities. You will be integral to driving both customer retention and growth within your accounts, applying a consultative approach to help clients achieve maximum value from our platform. We are prioritizing candidates who are in the Central Timezone Impact You Will Make in the Role: - Customer Relationship Management: - Build and maintain strong relationships with key stakeholders within client accounts. - Act as a trusted advisor to guide clients in leveraging our CX platform for maximum impact, ensuring long-term satisfaction and value realization. - Account Ownership & Renewals: - Own the entire post-sale lifecycle for assigned accounts, including ensuring timely contract renewals, driving retention strategies, and mitigating churn risks. - Growth Opportunities: - Identify and execute on opportunities for upselling and cross-selling across existing client portfolios. - Leverage deep knowledge of clients’ business needs and our product offerings to provide tailored solutions. - Data-Driven Decision Making: - Use client data and analytics to track account health, uncover opportunities, and tailor strategies that maximize customer success. - Monitor key success metrics (e.g., adoption rates, usage patterns) to proactively address potential challenges and maximize renewal probability. - Collaboration & Networking: - Work cross-functionally with sales, product, and support teams to address customer needs and deliver exceptional service. - Identify new contacts and departments within existing accounts to expand product adoption and customer footprint. - Customer Advocacy: - Act as the voice of the customer within the company. - Gather feedback and communicate customer needs and insights across product, sales, and marketing teams to help guide the direction of product development and marketing strategies. Qualifications - 4-7 years of experience in customer success, account management, or client-facing sales roles with direct responsibility for renewals, retention, and expansion within a SaaS B2B environment. - Demonstrated ability to build long-lasting relationships with clients, anticipating needs and providing value-added solutions. - Comfort working in a consultative manner to advise on business process improvements through technology. - Deep understanding of customer pain points and the ability to navigate complex client relationships. - Success in identifying upsell and cross-sell opportunities, with a clear understanding of how to leverage customer relationships to drive revenue growth and meet KPIs. - Ability to communicate effectively across all levels of an organization, including C-suite executives, both verbally and in writing. - Demonstrated ability to thrive in a dynamic environment, managing multiple priorities and consistently delivering results while maintaining a positive, proactive attitude. - Excel in team settings, working cross-functionally to ensure clients receive a seamless experience. Requirements - Located in Central Time Zone. Benefits - Excellent healthcare package for you and your family. - Savings and Investment – 401(k) match. - Unlimited Paid Time Off. - Paid Parental Leave. - Online Legal Services (Rocket Lawyer). - Financial Planning Services (Origin). - Discounted Pet Insurance (Embrace Pet Insurance). - Corporate Benefit Program (Working Advantage) offering exclusive travel and entertainment offers and special discounts. - Health and Wellness Reimbursement Program. - Travel Discounts. - Educational Resources - Career & Personal Development Program. - Employee Referral Bonus Program. - Merit-based company with many opportunities to learn, excel, and grow your career.

Role Description We’re looking for a tech-savvy Customer Success Manager with a drive for building relationships and finding solutions. As a member of our Customer Success Team, you’ll be working with other awesome tech startups by engaging with their founders and leadership teams. Your sphere of influence will include: - Maintaining customer relationships - Networking - Implementing success programs - Contributing to sales - Onboarding and training clients - Minimizing churn You’ll be asked for your insights on client-to-business interactions, how you think we can improve the customer experience through product support, and how best to handle customer complaints and requests. Qualifications - Compliance, Audit, or Risk Management industry experience highly preferred - 3-5 years of experience in a customer-facing role and startup SaaS experience - Bachelor's degree Requirements - Strong communication skills in English, both written and verbal - Detail oriented with strong organizational skills - Ability to handle multiple priorities - Demonstrated leadership qualities - High computer literacy and ability to learn new software - Passion for service Benefits - The salary range for this position is $90,000 - $110,000 plus a performance-based bonus - Exceptional health, dental, and vision care - Early equity in a fast-growing company - Remote work mode (PT preferred) - Unlimited PTO

• Define the digital journey. Map the lifecycle stages for Scaled customers, instrument the signals that mark each transition, and decide what "activated," "expanding," and "at risk" actually mean in n8n usage data. • Ship lifecycle programs. In-app nudges, email sequences, automated playbooks in Vitally, webinars, community programs, churn-save plays. You'll ship a new program every 2–4 weeks and measure every one. • Live in the data. Analyze complex platform usage data (e.g., execution volume, workflow complexity, error rates) to find correlations between user behavior and long-term retention. Translate these data insights into actionable health scores and automated triggers within our systems. • Assist with designing the Customer Hub: Help build a centralized success center that houses all resources in one place. You will help us design to incorporate key data points, personalized product insights, an AI CSM, and support ticketing, ensuring the scaled team can push customers to a hub that has full capability to action items. • Operationalize in Vitally + Salesforce + Hex. Work on health scores, segment plays, expansion triggers, renewal motions, churn signals • Partner with Product. Work directly with PMs on activation surfaces, onboarding flows, and in-product messaging. Bring qualitative and quantitative customer signal back into the roadmap. • Eat your own dogfood. Build your lifecycle automations in n8n wherever it makes sense. You'll find product gaps faster than anyone, and your work doubles as a reference customer story.