Role Description As a Commercial Customer Success Manager at Tavily, you will be the primary point of contact and trusted advisor for our growing base of commercial customers. You'll own the full post-sale lifecycle, from onboarding and activation through adoption, renewal, and expansion, ensuring customers consistently realize value from Tavily's AI-powered search platform. In this role, you'll manage a high-velocity book of business, balancing personalized engagement with scalable, programmatic outreach. You'll develop a deep understanding of how commercial customers are building with Tavily, proactively identifying opportunities to deepen adoption and drive growth. You'll also serve as the voice of this customer segment internally, helping shape the product experience and self-serve resources that power their success. You’re welcome to work remotely from the United States. - Own a portfolio of commercial accounts across the full customer lifecycle: onboarding, adoption, renewal, and expansion - Drive fast time-to-value by guiding customers through integration setup, best practices, and key use case activation - Monitor account health, usage signals, and engagement metrics to proactively surface risk and growth opportunities - Execute renewal cycles and identify upsell and cross-sell opportunities with strong commercial instincts - Develop and contribute to scalable success resources, guides, tutorials, and reference implementations, that serve the broader commercial segment - Partner cross-functionally with Sales, GTM Engineering, and Product to ensure a seamless customer journey - Serve as the voice of the commercial customer, feeding actionable insights back to Product and Go-to-Market teams Qualifications - 2–4 years in a customer-facing role such as Customer Success Manager, Account Manager, or Implementation Specialist, preferably in B2B SaaS - Experience managing a high-volume book of business with a track record of strong retention and expansion results - Comfort navigating technical conversations with developer users, as well as business stakeholders - Strong communication skills with the ability to build rapport quickly and drive outcomes across a diverse customer base - Familiarity with CRM and CS tooling (e.g. HubSpot, Salesforce, Gainsight) for pipeline management and customer tracking - Self-starter mentality with the ability to manage competing priorities and thrive in a fast-moving environment Requirements - Bonus: Familiarity with AI/LLM orchestration frameworks (e.g. LangChain or similar) is a plus - Preferred locations: New York City, Austin, or San Francisco. Benefits - Health insurance: 100% company-paid medical, dental and vision coverage for employees and families. - 401(k) plan: Up to 4% company match with immediate vesting. - Parental leave: 20 weeks paid for primary caregivers, 12 weeks for secondary caregivers. - Remote work reimbursement: Up to $85/month for mobile and internet. - Disability & life insurance: Company-paid short-term, long-term and life insurance coverage. Compensation We offer competitive salaries, ranging from 155k - 185k OTE (On Target Earnings) based on your experience. Pay Transparency: We offer competitive compensation and benefits packages. Actual compensation will be determined based on job-related factors, including experience, skills, qualifications, the level at which the candidate is hired, and geographic location, consistent with applicable law. Base Compensation Range: $109,500 — $136,800 USD

• Manage platform’s implementation (setup, fine tuning) • Develop and maintain a deep knowledge of the Onclusive Social solutions • Gain an understanding of typical business challenges faced by customers • Platform troubleshooting and Q&A with clients over emails/live chat or screen sharing tools • Monitor key performance metrics across assigned client portfolios • Support during kickoff meetings and strategic business reviews with clients • Proactively identify issues that may impact a project and consult with internal resources to resolve them • Collect feedback and expectations from clients regarding product development • Animate functional trainings on the platform once mastered

Role Description As a Customer Engagement Specialist, you will: - Be the primary contact for local clients in Turkey, addressing any queries or issues early on; - Observe and evaluate client performance to determine ways to enhance it, and provide suggestions accordingly; - Arrange and hold frequent check-ins and quarterly business reviews to monitor client progress and discover new prospects for growth. We expect you will be able to handle 15 onsite meetings per month with clients; - Work alongside internal teams to fix client problems promptly and ensure their experience is smooth; - Work with the current customer base proactively to boost direct online sales; - Keep focus on revenue strategy and help partners in achieving high results; - Participate in local events and be engaged in proactive marketing activities such as webinars, exhibitions, and business breakfasts with partners; - Work in a global team and have a good opportunity to exchange experience and implement the best practices in life; - Maintain a good knowledge of our products and keep yourself informed about current industry trends and top practices; - Promote our clients' interests within the organization, encouraging the creation of new product features and developments, based on feedback from our clients. Probation period: - The first three (3) months of your employment will be considered as a probationary period. - During the first 2 months, you’ll attend courses related to our IT products and service rules, and you'll be onboarded by Customer Support Department. - After that, starting the 3rd month, you’ll start your work in Customer Success Department. Expected results for probation period: - Pass product certification; - Pass support certification; - Pass analytics tools for Customer Success Specialist certification; - Pass the usability of the hotel's website certification. Qualifications - Based in Turkey (Ankara or Izmir); - Able to work remotely, ready to visit hotels on-site; - At least 1 year hands-on experience within Account Management/Sales/Revenue management/Customer Success in Hotels/OTAs/HotelTech/IT-companies/E-com/Airlines; - Experience in OTA/Hotels (Revenue/Sales/Marketing/E-com departments) would be a great advantage; - Knowledge of revenue structure of hoteliers would be a great advantage; - Strong communication skills, both written and verbal in Turkish and English; - Very proactive, able to build strong relationships with clients; - Strong analytical skills; - Comfortable with CRM and computer software (Excel, Power BI); - Comfortable with ticket and helpdesk systems (Zendesk, Omnidesk, or Jira). Benefits - Competitive salary based on your experience; - Commissions based on KPI; - It's a remote full-time job with working hours 09AM-6PM; - Laptop, headset, and mobile phone for work; - Health insurance after probation period; - Corporate meal card; - You will have a dedicated training manager, with onboarding and constant support from an experienced manager. Initially, you will be accompanied by members of our international team to meetings; - The start-up environment is fast-paced and constantly growing, with full support from our established international team; - Online & Offline camps, workshops, and gatherings.

Role Description This CSM owns a high-count book of existing Premier accounts that share a common profile: New and established, steady-revenue customers with limited near-term expansion headroom. The book is large in account and engagement across it is deliberately uneven — some accounts need a maintained cadence, some are healthy on a light-touch/reactive model, and some have gone quiet and need to be re-engaged. The job is to protect that revenue effectively. Success looks like high retention across the whole book, a disciplined renewal process, dormant accounts brought back into an active relationship, and the small number of accounts that do show growth signals identified early and routed to the right senior owner. This role requires a sharp ability to prioritize efforts based on a number of factors ranging from the customer's use case, technical requirements, training needs, etc. It reports to the Head of Customer Success and works closely with Product, Sales, and Support. Responsibilities - Own a substantial book of existing Premier accounts requiring varying levels of engagement — delivering reliable service, multi-threaded relationships, and high revenue retention across the book. - Apply a differentiated engagement model: maintain a steady cadence with actively managed accounts, keep light-touch/reactive accounts healthy and responsive, and run proactive outreach to re-open relationships with dormant accounts. - Own the renewal and forecasting process for your book, including proactive churn prevention and timely, accurate renewal forecasting. - Drive product adoption and ensure each customer's solution is configured for maximum value and aligned to best practices. - Identify accounts that show genuine expansion or strategic signals, and graduate them to the appropriate senior Premier or Strategic CSM rather than leaving growth on the table. - Onboard customers entering your book — including accounts promoted in from the Core segment — through kickoff, use-case discovery, and product training, scaled appropriately to account size. - Build long-term relationships and grow customer advocacy through case studies, testimonials, reviews, and references. - Understand each customer's pain points and how Insightful solves them, and funnel that feedback to Product and other internal stakeholders. - Monitor and analyze product usage across your book to spot risk and opportunity early. - Be an Insightful product expert and stay current on the roadmap and upcoming releases. - Act as the liaison between customers and internal teams (Sales, Support, Product, Billing). - Support customers day to day over email, phone, online presentations, and screen-share — including efficient, scaled and one-to-many formats where they serve the customer well. - Stay on top of every open issue or challenge a customer is experiencing with the product through to resolution. - Manage customer subscriptions and billing in Insightful's payment system. - Keep all customer information accurate and current in the CRM — essential discipline for a high-volume book. - Carry out other related duties as directed by the Company's leadership. Qualifications - 3+ years in customer success, account management, or a comparable client-facing role in B2B SaaS. - Demonstrated ability to manage a mid-size (40-50) book of accounts without letting things slip — strong organization, prioritization, and follow-through. - Clear, professional written and verbal communication, including the ability to run a crisp customer call or screen-share. - Proficiency with a CRM and customer success tooling; comfort working from data and usage signals. - Self-directed and process-oriented — someone who can run playbooks consistently and improve them over time. Bonus points - Familiarity with CRM's, Customer Success, and Product-analytics tooling (We use Hubspot, Vitally, and Pendo). How success is measured - Gross revenue retention across the book. - Renewal forecast accuracy and on-time renewal execution. - Re-engagement of dormant accounts (relationships reopened, accounts returned to active status). - Account opportunities identified and shared with appropriate stakeholders. - Customer satisfaction and CRM data quality across the book.