Customer Success Manager

In-person in San Luis Obispo, CA, Denver, CO, Nashville, TN, Salt Lake City, UT, or Jackson Hole, WY preferred - open to remote as well

Large equity stake + competitive salary + benefits

2nd CS hire, will work directly with the VP to build the CS function from ground up

Full-cycle customer success from onboarding, implementation, support, expansion, and retention

Series A stage opportunity in proven, de-risked market. Be a big part of company going from $1M> $10M in ARR over the next two years.

Opportunity in proven, de-risked market - founders’ first company in this space acquired for $90M+ by Survey Monkey

• Knowledge, experience and/or interest in working with and for customer marketing/advocacy teams, product marketers, and content marketers.
• Passionate about evangelizing the customer marketing/product marketing space.
• Empathetic and highly driven to make customers successful.
• Understand how customer pain points can help drive product development and business growth.
• Excellent project management and communication skills, confident juggling many high-priority customers.
• Highly adaptable, easily acclimating to a growing startup environment.
• Growth mindset, viewing setbacks as learning opportunities, not failures.
• Excited to create, shape and improve new processes and workflows.
• Built Customer Success/Account Management playbooks or processes in both 1:1 and 1:many motions.
• Led onboarding, implementation, and renewal conversations with enterprise clients; able to liaise with both C-levels and entry-level employees.
• Entrepreneurial customer success manager who is self-motivated, hard-working, driven, humble, intellectually curious, comfortable in a growing startup environment, and eager to build lasting relationships with customers.
• 2nd customer success hire working for the Head of Customer Experience with extensive B2B SaaS experience.

• Primary point of contact for new customer implementations, managing various stakeholders, client expectations, scope, and success criteria.
• Drive onboarding by running training sessions for end users across marketing, sales enablement, and content to ensure they see maximum value from User Evidence.
• Learn the product inside and out to become a trusted advisor to customers.
• Drive adoption, retention, and expansion for existing client base.
• Identify new expansion and cross-sell/upsell opportunities; partner with Sales to close renewal deals.
• Proactively identify customers who aren’t maximizing usage and create action plans to reach success.
• Find repeatability in processes and build documentation to help scale the CS/AM function.
• Build self-serve material (help articles, video tutorials) to drive customers toward value.
• Constantly capture and synthesize product feedback from customers; surface trends and patterns; recommend product roadmap improvements.

• 3-5 years experience in a customer-facing role, ideally in a B2B SaaS startup environment.
• Experience defining and executing end-to-end customer success strategies (implementation/kickoff, project management, engaging stakeholders, identifying/mitigating churn risk).
• Strong presentation skills – ability to command a room of C-levels and ICs alike.
• Strong empathy and ability to connect with others and understand their situation.
• Intellectual curiosity – ability to create, understand systems, and experiment/tinker to improve processes.

User Evidence is the only platform purpose-built to unlock customer love dibility and noise are huge issues in B2B marketing and sales. We believe companies can sell a lot more when they let their customers do the talking, and show real‑life evidence and feedback from their users.

While we are a fast‑growing tech startup, we want this to be a company that enables a fulfilling and stable lifestyle for our employees. We have a real opportunity to get to $50M/yr+ in recurring revenue within 4‑6 years and see a large exit, but we’ll do so in a smart and sane way, financially prudent, and ensuring that any exit substantially benefits all employees rather than simply founders and investors.

We’ve raised from great investors including Afore.vc,…