Ciloo Inc.: Customer Success Manager

We are currently seeking a passionate and organized Customer Success Manager to join our global team. This is a remote position for candidates based in the United States or Canada.

Customer Success is vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service and continue to purchase on a recurring basis. As such, we need a manager to own driving success for our customers. This role includes responsibilities for a broad range of Customer Success activities (on-boarding, support, services, adoption, advocacy, retention, + more).

• Function as the customer advocate and provide internal feedback on how we can better serve our enterprise customers
• Manage all post‑sales activity for customers through strong relationship‑building, product knowledge, planning, and execution
• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
• Ensure that a plan is in place with each customer for deployment, change management, and adoption programs
• Increase customer retention by conducting regular check‑in calls for tactical items, and performing strategic business reviews for alignment of objectives and outcomes
• Track accounts to identify churn risk and work actively to eliminate that risk
• Partner with Sales and Professional Services to develop a plan for making our product a part of each customer’s core architecture
• Simultaneously manage multiple customers who are at different points on the account lifecycle
• Identify opportunities to develop new training materials designed to ensure successful customer onboarding, support business‑wide adoption, and deepen Airtable proficiency
• Engage in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas

• 4+ years experience in customer‑facing organizations
• 2 years proven experience in project management
• Ability to manage influence through persuasion, negotiation, and consensus‑building
• Ideally, a combined background of post‑sale and sales experience
• You have a track record of delivering value to complex enterprise customers with large employee bases
• Strong empathy for customers AND passion for revenue and growth
• Exceptional communication skills at all levels. High proficiency in written and spoken English
• Ability to prioritize tasks and manage time effectively.
• Self‑motivated and proactive, with a flexible and adaptable approach.
• Detail‑oriented, efficient, and honest with high integrity.
• Calm under pressure, with strong listening skills.
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process‑oriented mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative with the ability to inspire others
• Excellent team player who is solution‑driven, not problem‑driven.

More on Ciloo’s values and ways of working