Customer Success Manager

We’re Udext, a fast-growing SaaS platform trusted by hundreds of customers, including global brands like Burger King, Hyundai, Mercedes-Benz, Dunkin’, and Sherwin-Williams. Our mission is to redefine how organizations connect and communicate with their non-desk teams.

• Serve as the main point of contact for our customers, ensuring every interaction feels personal, proactive, and human.
• Collect feedback, identify trends, and work closely with product and engineering to improve the customer experience.

• Guide new customers through a smooth onboarding journey.
• Develop strategies and training materials that help users quickly get to value.

• Create self-serve resources (knowledge base articles, FAQs, how-to guides) that make our product simple and intuitive to use.

• Respond to customer inquiries through Intercom and email with speed, clarity, and empathy.
• Troubleshoot issues, follow up with precision, and ensure no question goes unanswered.

• Encourage customer referrals, gather G2 and Capterra reviews, and build advocacy within our user base.
• Identify upsell opportunities and help customers transition from monthly to annual or higher plans in a way that aligns with their goals.

• Develop scalable success processes, tools, and systems.
• As we grow, help hire, train, and mentor the next generation of our Customer Success team.

• Experience in Customer Success, Account Management, or Support (startup experience preferred).
• Excellent written and verbal communication skills; you love helping people and turning problems into positive experiences.
• Strong organizational skills and a proactive, problem‑solving mindset.
• Experience with tools like Intercom, Hub Spot, and Notion is a plus.
• A genuine desire to make customers successful and help build something from the ground up.