[Hiring] Customer Success Manager @Funded.club

Role Description

We are seeking our first dedicated Customer Success Manager (CSM) to support a primarily SMB customer base, with responsibility for retention, expansion, and long-term value realization. This role will also support a small number of enterprise customers that require higher levels of coordination and strategic engagement.

You are comfortable working in quality-focused, regulated environments and enjoy helping customers translate quality management concepts into practical, scalable software workflows. You thrive in a growing organization, balancing structured playbooks with evolving processes, and enjoy building trusted relationships with customers over time.

Responsibilities

• Own post-onboarding relationships for a portfolio of primarily SMB customers, including some Enterprise accounts
• Serve as the primary point of contact for ongoing customer success, expansions, retention, and value realization
• Conduct structured customer check-ins and periodic reviews to ensure adoption, progress, and outcomes
• Monitor customer health signals including usage, engagement, feedback, and risk indicators
• Proactively identify at-risk accounts and execute retention strategies in collaboration with internal teams
• Identify expansion opportunities such as additional users, modules, or services based on customer needs and maturity
• Work with customers to ensure timely renewals of the Isolocity software
• Lead Quarterly Business Reviews (QBRs) primarily for higher-value or enterprise customers
• Encourage effective adoption through a mix of guided engagement and self-service resources
• Contribute to the refinement of Customer Success playbooks, processes, and templates
• Share insights on customer challenges, success patterns, and product gaps with internal teams
• Collaborate closely with Support, Onboarding, Product, and Sales teams to improve the overall customer experience

Qualifications

• 2–4 years of experience in Customer Success, Account Management, or a related SaaS role with a focus on retention and expansion
• Solid background in Quality Management, with an understanding of Quality Management Systems or compliance-driven environments & Software
• Experience supporting SMB customers at scale, with some exposure to enterprise accounts
• Experience working in regulated industries is an asset
• Familiarity with CRM systems and customer health tracking tools
• Strong communication and relationship-building skills
• Comfortable working in a growing, evolving environment where processes are still maturing

Success Indicators and Drivers

• Retention & Health
• Gross Retention Rate (GRR)
• Net Revenue Retention (NRR)
• Percentage of accounts with current health status defined (Green / Yellow / Red)
• Expansion
• Expansion revenue generated (upsells, cross-sells)
• Ongoing Expansions
• Percentage of eligible accounts with identified expansion opportunities
• Engagement & Value
• QBR completion rate for eligible accounts
• Adoption trends across core platform features
• Operational Effectiveness
• On-time renewals
• Quality and consistency of CRM updates
• Customer feedback trends (CSAT and qualitative feedback)

Compensation

• Base salary + Bonus: Very competitive OTE

Benefits

• Full remote work opportunity – we are a virtual business
• Flexible hours – performance measured by outcomes and KPIs, not time logged
• Health Insurance + HSA
• Performance-based bonus
• Supportive and collaborative team environment
• Opportunity to grow with a scaling SaaS company
• Semi-annual in-person sync-ups to collaborate, plan, and celebrate wins