Why This Role Exists

We’re growing fast and need a Customer Success Manager who treats their book of business like a mini startup. You’ll own a revenue target, lead with insight, and help high-impact customers grow through smarter advocacy.

This is a quota-carrying role where success means driving adoption, delivering ROI, and expanding relationships.

Who You Are

You own outcomes, not tickets.
You speak strategic CMO: ROI, CAC, media mix.
You turn dashboards into action plans.
You love growing accounts as much as protecting them.

What You’ll Do

Retention & Growth

Hit and exceed 110% Net Revenue Retention and Expansion ARR goals.
Flag at-risk accounts using HubSpot health scoring and run “Unrealized ROI” plays.

Insight & Enablement

Lead strategic QBRs using AI-powered reporting and performance dashboards.
Build and scale structured success plans with repeatable playbooks.
Connect platform adoption to performance outcomes and budget efficiency using clear ROI storytelling.

Expansion & Advocacy

Proactively identify and close upsell and cross-sell opportunities in collaboration with Sales.
Bring the Voice of the Customer to Product and Marketing to influence roadmap and messaging.

Reporting Structure

Reports To: Manager of Customer Success
Primary Metrics: Net Revenue Retention, Expansion ARR, NPS, Adoption Rate

Requirements

What You Bring

3+ years in Customer Success, Account Management, or RevOps for a SaaS marketing or martech company
Proven track record of driving outcomes that lead to revenue
Experience beating retention and expansion targets
Confident in ROI conversations with CMOs, Marketing VPs, and RevOps leaders
Hands-on with HubSpot (including Customer Success Workspace), ChatGPT or similar tools, and BI platforms like Metabase, Tableau, or Looker
Understanding of paid media strategy and marketing budget planning
Experience with marketing automation and social media platforms
Strong process builder who documents, tests, and improves
Analytical mindset with a bias for action
Clear, confident communicator across calls, presentations, and written updates
Bachelor’s degree in Marketing, Business, Analytics, or related field

Bonus Points

Experience with employee advocacy, social publishing, or influencer marketing
Sales background or experience as a quota-carrying account manager

Benefits

Compensation & Benefits

OTE: Starting at $90,000 (base + variable)
Flexible PTO
Remote‑first team
Medical, dental, and vision
401(k) with company match

Customer Success Manager

Anywhere in the world

Remote

Mid-level

GaggleAMP