Customer Success Manager

Join to apply for the Customer Success Manager role at Silktide
.

$/yr - $/yr

Silktide’s mission is to make the web better for everyone. Organizations around the world use the Silktide platform to deliver great web experiences that are accessible to all. Our customers include Fortune 500 companies, universities, and government agencies. Silktide is self‑funded and is more than doubling in size each year.

Our customers love us (4.8 on G2) and our staff are pretty happy (4.8 on Glassdoor). We value creativity, initiative, and give the team freedom to innovate.

As a Customer Success Manager, you’ll focus on ensuring our customers are successful throughout the customer lifecycle, helping them realize ongoing value from the platform.

• Own a high‑volume portfolio of customers and deliver success through repeatable, scalable processes.
• Deliver onboarding and training sessions.
• Maintain strong customer health by monitoring engagement and usage.
• Identify expansion opportunities and collaborate with Account Managers.
• Champion long‑term success, demonstrate ROI, reduce churn.
• Recommend consultancy services or audits.
• Contribute to social proof via G2 reviews, testimonials, case studies.
• Respond to queries through Intercom and provide proactive support.
• Follow CS playbooks and operational processes.
• Keep immaculate operational hygiene of account notes, tasks, risks, next steps.

You will spend 3 days per week in our Downtown Austin office and the remaining days for focused work. You will collaborate with teammates in the UK, Denmark, Germany, and Australia.

• 2+ years of experience in a Customer Success or client‑facing role, managing a portfolio.
• Highly organized, comfortable juggling multiple priorities.
• Enjoy working within clear processes and playbooks.
• Build trust quickly, deliver strong training, have commercial instinct for expansion.
• Excel at simplifying complex concepts for technical and non‑technical audiences.
• Proactive, spot risks early, follow through.
• Comfortable using systems (CRM, ticketing, product usage data).
• Live in or near Austin, Texas, and can work hybrid.

• Uncomfortable presenting to an audience.
• Uncomfortable guiding customers toward additional products.
• Shy away from fast‑paced environments.
• Need someone to tell you exactly what to do.
• Prefer ad‑hoc ways over defined processes.

• Base salary: $80,000 – $90,000.
• OTE: $100,000 – $112,500.

• A shiny new Mac Book.
• 20 days paid vacation + public holidays, increasing with tenure.
• Private insurance (health, dental & vision) & wellness allowance.
• Company‑sponsored pension & enhanced paternity/maternity.
• Casual dress code, flexible schedule, weekly paid lunches & monthly company outings.

Entry level

Full‑time

Other

Technology, Information and Internet