Customer Success Manager (B2C, SaaS)

We are working with a high‑growth technology company operating at the intersection of AI, SaaS, and the creator economy. As they enter a pivotal scale phase, they are looking to hire a Senior Customer Success Manager to design, build, and lead a world‑class customer success function. This is not a traditional support role. It is a highly strategic, growth‑oriented position responsible for transforming a rapidly expanding user base into long‑term, loyal advocates. The successful candidate will play a defining role in how users experience, adopt, and grow with the platform, owning the metrics that matter most: activation, retention, and net revenue growth. This role is ideal for a proven “0‑to‑1” or “0‑to‑scale” Customer Success leader who has built success motions from the ground up in a B2C SaaS environment.

Responsibilities

• Build the "Time-to-Value" Engine
  • Redesign onboarding experiences to ensure users reach their "aha" moment within their first session.
  • Remove friction from early user journeys, recognizing that confusion directly drives churn in B2C SaaS.
  • Continuously optimize activation flows based on usage data and behavioral insights.
• Deliver High-Impact Product Enablement
  • Lead live and recorded product walkthroughs that clearly communicate value, best practices, and feature benefits.
  • Tailor enablement for different user segments, from first‑time users to advanced power users.
  • Help users visualize how the platform fits naturally into their creative or production workflows.
• Create Customer "Roadmap to Impact" Plans
  • Design structured onboarding and success paths aligned to user goals and desired outcomes.
  • Define milestones, key activities, and checkpoints that guide customers toward measurable success.
  • Conduct follow‑ups and review sessions to ensure users remain on track and continue progressing.
• Scale One-to-Many Customer Success
  • Build scalable success infrastructure (help centers, in‑app guidance, video libraries, AI‑driven support).
  • Ensure the customer experience remains consistent and high‑quality as the user base scales rapidly.
  • Shift success from high‑touch to tech‑touch without sacrificing engagement or outcomes.
• Retention & Churn Management
  • Monitor customer health scores, engagement data, and usage patterns to proactively identify churn risk.
  • Design and implement save plays, re‑engagement loops, and retention strategies for at‑risk users.
• Product Feedback & Advocacy
  • Serve as the primary link between customers and the Product team.
  • Translate user feedback into actionable insights that drive adoption, retention, and roadmap priorities.
  • Advocate for improvements that reduce friction and enhance long‑term value.
• Commercial Growth & Expansion
  • Identify high‑intent and power users ready for plan upgrades or expanded usage.
  • Manage an assigned book of ARR with ownership of expansion, upgrades, and upsell performance.
  • Partner closely with Sales and Growth teams to align on revenue targets.
• Team Leadership & Scale
  • Build, lead, and mentor a high‑performing Customer Success team as the business grows.
  • Define roles, KPIs, career paths, and performance expectations.
  • Develop playbooks, processes, and training materials to ensure consistency and quality.
  • Foster a culture of experimentation, continuous improvement, and customer‑first thinking.
  • Collaborate cross‑functionally with Sales, Product, and Marketing to ensure alignment.

Requirements

• Experience & Background
  • 5+ years of Customer Success experience within B2C SaaS.
  • Proven track record managing retention and churn for a high‑volume user base.
  • Experience scaling a product from early growth to meaningful ARR is essential.
• Customer & Product Mindset
  • Deep understanding of B2C users, particularly creators or digital‑first audiences.
  • Ability to communicate in a human, non‑corporate way with highly vocal and emotionally invested users.
  • Strong product intuition, with experience partnering closely with design and product teams to improve UX.
• Data‑Driven & Tech‑Savvy
  • Comfortable owning and analyzing success metrics such as activation, churn, health scores, and net revenue retention.
  • Hands‑on experience with CRM and CS tools (e.g. HubSpot) to manage and report on customer interactions.
  • Ability to explain complex technical or AI‑driven concepts to non‑technical users.
• Personal Attributes
  • Thrives in fast‑paced, ambiguous startup environments.
  • Comfortable wearing multiple hats and building systems from scratch.
  • Highly proactive, adaptable, and execution‑focused.

Why this opportunity?

This role offers the chance to build the customer success engine from the ground up at a company shaping the future of AI‑powered creativity. Your work will directly define how users experience the platform, how value is delivered, and how long‑term growth is achieved. If you’re motivated by impact, ownership, and the opportunity to architect something meaningful at scale, this is a standout leadership role in the B2C SaaS space.