Customer Success Manager

About Searchable We're building the future of AI search visibility. As ChatGPT, Claude, and Perplexity reshape how people find information, we help brands understand and optimize their presence in this new landscape. Backed by top angels and VCs, we're creating the essential platform for the AI search era.

Searchable is hiring its first dedicated Customer / Account Associate. This is not a hand‑holding role — we need someone who builds genuine relationships, spots opportunity inside every account, and takes full ownership of the customer journey from onboarding through to expansion. If you know how to make customers successful and turn that success into commercial growth, this is for you.

• Own the full post‑sale customer relationship — from onboarding to renewal, upsell and everything in between
• Be the face of Searchable for our current customers — the person they trust, rely on, and come back to
• Drive expansion revenue to GTM - through upsell and cross‑sell, identifying opportunity before the customer even asks
• Manage support conversations with speed and care, turning problems into trust‑building moments
• Report directly into the Head of GTM and play a role alongside in how we scale new and existing business

We need someone who makes customers feel like they're in safe hands. Someone who:

• Owns their accounts completely — you know every customer, their goals, their pains, and where the opportunity lies
• Builds relationships that go beyond the transaction — customers stay because of you and your industry knowledge
• Understands deeply why an account is at risk and moves fast to fix it before it becomes a problem
• Can hold a senior conversation with a VP or C‑suite stakeholder and make it count
• Brings the same sharpness to a support ticket as they do to a renewal or expansion conversation
• Thinks commercially at all times — retention is the floor, growth is the goal

• Onboard new customers smoothly and set them up for long‑term success from day one
• Manage a portfolio of accounts across enterprise, mid‑market, and SMB — and know how to prioritise your time across them
• Identify and execute upsell and cross‑sell opportunities for sales
• Handle inbound support conversations with pace and professionalism, resolving issues and reinforcing confidence in the product
• Build and maintain account health tracking to stay ahead of churn signals
• Run regular check‑ins, QBRs, and strategic reviews with key accounts
• Work closely with GTM and product teams to feed customer insight back into the business
• Develop playbooks and processes that scale as our customer base grows

You’re relationship‑led but commercially driven You genuinely care about your customers' success — and you understand that the best way to show it is to help them grow. Retention is the baseline. Happy customers & Expansion is the goal.

You’re proactive, not reactive You don't wait for a customer to raise a red flag. You spot the signals early, get in front of the problem, and show up before they have to ask.

You’re sharp under pressure Whether it's a difficult renewal conversation or a frustrated customer in your inbox, you stay composed, think clearly, and find a way forward.

You’re a builder You don't just manage accounts — you build the systems, playbooks, and processes that make the whole function better. You want to leave things better than you found them.

• Proven experience in a CSM or Account Management role, ideally in SaaS
• Track…