Customer Success Manager

Our client is hiring a Customer Success Specialist to join a high-growth B2B SaaS company where the first weeks of the customer journey determine long-term success. This is a revenue-critical role focused on turning free and trial users into engaged, paying customers through hands-on onboarding, technical enablement, and rapid value delivery.

This is not a traditional account management role. You’ll operate at the intersection of onboarding, post-sales implementation, and customer enablement—owning the trial-to-activation-to-paid journey and driving outcomes that directly impact revenue.

• Own new trial accounts from signup through paid conversion
• Lead onboarding kickoffs, discovery calls, and implementation planning
• Configure and support CRM and payment integrations (hands-on)
• Guide customers to key activation milestones quickly
• Troubleshoot setup issues and remove blockers in real time
• Educate customers on best practices for successful implementation

• Drive early “aha moments” tied directly to conversion
• Monitor trial engagement, usage, and risk indicators
• Deliver tailored enablement sessions and product walkthroughs
• Clearly communicate business value, ROI, and outcomes
• Partner with Sales when additional closing support is needed

• Build and document repeatable onboarding and conversion playbooks
• Define activation milestones that correlate with conversion success
• Create templates, checklists, and workflows to reduce time-to-value
• Contribute to automated onboarding and lifecycle programs

• Share product friction, objections, and feature gaps with Product and GTM teams
• Surface customer insights and conversion trends to Marketing and Rev Ops
• Partner with Support to ensure smooth handoffs and escalations

• Ensure timely resolution of support tickets for managed accounts
• Turn support interactions into opportunities for education and activation

• 2+ years of experience in SaaS onboarding, implementation, post-sales, or technical Customer Success
• Proven success converting trial users into paying customers
• Strong technical aptitude; experience with CRMs or business systems preferred
• Exposure to PLG or hybrid PLG + sales motions
• Familiarity with tools like Hub Spot, Intercom, Notion, or analytics platforms

Sound like you? Apply below!