Customer Success Manager (CSM) - SaaS Startup

Hey! We’re Scale Up, and our client is looking to hire a Customer Success Manager (CSM) for a SaaS Startup

Type of Employment: Contractor (Long-term)
Work Modality: 100% Remote
Work Schedule: Full-time
Time Zone: Pacific Time (West Coast) – availability until 6:00 PM PT
Location: LATAM

About Our Client

Our client is a Partner Revenue Growth Platform, built by partnership leaders for partnership leaders. The platform replaces clunky tools with an intuitive, automated system that helps partner teams enroll, enable, engage, and track revenue at scale.

They are bootstrapped, profitable, and growing 600% year over year. In under 18 months, they’ve become one of the fastest-growing platforms in the category, consistently winning deals against legacy incumbents.

The team moves fast, builds intentionally, and cares deeply about real outcomes—not vanity metrics. If you want to work on meaningful problems with smart people and help shape a category that’s still being defined, you’ll feel at home here.

The Role

We’re hiring a Customer Success Manager (CSM) to own and shape the customer experience from onboarding through long-term success.

As a CSM, you’ll play a pivotal role in ensuring customers achieve real outcomes with the platform. This is a highly visible, high-impact role with direct influence on retention, satisfaction, and expansion.

You’ll work closely with Product, Engineering, and Leadership, acting as the main point of contact for customers while helping build the foundation of the entire customer-facing function.

This is a career-defining opportunity—we expect to build the customer success organization around this role.

What You’ll Own

Customer Onboarding

• Lead the onboarding process for new customers, ensuring a smooth transition and successful implementation

• Conduct product training sessions tailored to each customer’s needs

• Ensure customers understand and adopt key workflows to maximize value early on

Technical Support & Issue Resolution

• Provide hands‑on technical support and troubleshooting related to the platform

• Act as the escalation point for complex issues, working closely with Engineering and Product

• Translate technical challenges into clear, customer‑friendly explanations

Relationship Management

• Build strong, trusted relationships with key stakeholders at customer organizations

• Serve as the primary point of contact for customer questions, concerns, and ongoing needs

• Maintain proactive, clear, and timely communication

Customer Success Planning

• Develop and execute customer success plans aligned with customer goals and business objectives

• Monitor product usage and engagement to identify risks and opportunities

• Drive adoption and long‑term value realization

Product Advocacy & Feedback

• Act as the voice of the customer internally

• Share structured feedback with the Product team on feature requests, bugs, and improvements

• Keep customers informed about product updates, releases, and best practices

Retention & Growth

• Monitor customer health metrics and proactively manage at‑risk accounts

• Drive renewals and identify upsell and cross‑sell opportunities

• Partner with leadership to reduce churn and increase lifetime value

Metrics & Reporting

• Track and report on key customer success metrics (CSAT, NPS, retention, expansion, CLV)

• Continuously improve processes, playbooks, and workflows based on data and feedback

Requirements

Experience

• 5+ years of experience in Customer Success within a B2B SaaS environment

Skills

• Exceptional command of English (written and spoken); able to communicate complex ideas clearly and confidently

• Strong technical aptitude with the ability to understand and explain complex systems

• Experience using CRM and Customer Success tools (e.g. HubSpot, Salesforce, or similar)

• Excellent communication, relationship‑building, and stakeholder management skills

• Strong problem‑solving and critical‑thinking abilities

Knowledge

• Solid understanding of SaaS business models

• Experience onboarding, training, and supporting B2B customers

• Familiarity with PRM platforms or partnership‑driven products is a strong plus

Attributes

• Highly organized and customer‑centric

• Self‑motivated and comfortable working independently in a fast‑paced startup environment

• Adaptable, proactive, and able to manage multiple priorities

• “Jack or Jill of all trades” mindset—comfortable wearing multiple hats and building from zero