Customer Success Manager

black.ai; Remote; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

A tech-focused company is seeking an experienced Customer Success Manager to drive customer success through adoption, engagement, and retention strategies. This role involves managing onboarding and training for clients, monitoring their usage and feedback, while identifying opportunities for upsell and cross-sell. The ideal candidate has B2B SaaS experience, strong communication skills, and a proactive mindset. This position offers a remote-first culture with opportunities for significant career growth and equity in the company.

Leistungen

Meaningful equity

Autonomy and trust

Exposure to cutting-edge AI technology

Career growth opportunities

Qualifikationen

• Experience in B2B SaaS customer success, preferably in start-ups or AI.
• Ability to communicate effectively with teams across time zones.
• Chemistry or Chemical Sector background is a plus.

Aufgaben

• Manage onboarding of new customers ensuring smooth adoption.
• Train customers to become super users.
• Monitor usage and proactively resolve issues.
• Identify upsell and cross-sell opportunities.
• Communicate customer insights with product and engineering.
• Help establish the Customer Success function.

Kenntnisse

B2B SaaS experience

Strong organisational skills

Communication skills

Customer empathy

Ability to work independently

Flexibility

Proactive mindset

Jobbeschreibung

Customer Success Manager

With a rapidly expanding customer base across Europe and the U.S., we’re building out our Customer Success team and seeking an experienced CSM to join us. You will drive customer success by ensuring adoption, engagement, and retention. Working closely with customers and internal teams, you'll help build scalable CS processes while delivering top-tier support and project management.

Responsibilities

• Manage kick‑off meetings and onboarding of new customers, ensuring smooth adoption.
• Train and interview customers to help them become super users.
• Monitor usage, feedback and proactively resolve issues across a range of user personas.
• Identify expansion opportunities (upsell/cross‑sell).
• Communicate customer insights with product & engineering teams.
• Help establish the foundation of the larger CS function.
• Look for ways to work smarter and not harder - including automating tasks.

Technical Requirements

• Experience in B2B SaaS CS (start‑ups & enterprise or AI preferred).
• Strong organisational & communication skills.
• Ability to work independently in a fast‑paced environment.
• Flexibility to collaborate across time zones (Europe‑US based, with occasional Australia calls).
• Chemistry or Chemical Sector background is a plus, not required.

Personal Attributes

• Proactive, resourceful operator who takes ownership and drives outcomes.
• Comfortable with ambiguity and switching between strategic and hands‑on work.
• Strong customer empathy and ability to build trusted relationships quickly.
• Clear, concise communicator who can simplify complex workflows.
• Bias toward action, experimentation, and continuous improvement.
• Highly organised with strong attention to detail and follow‑through.
• Collaborative mindset with the ability to work asynchronously across time zones.
• Curious about AI and motivated to understand customer use cases deeply.

What You’ll Get

• Early‑employee position with meaningful equity and direct impact on the company’s trajectory.
• Opportunity to shape the Customer Success function from the ground up.
• Work with cutting‑edge AI technology in a $5T global industry.
• Autonomy, trust, and a high‑performance environment with no bureaucracy.
• Exposure to a global customer base (Europe + U.S.) and rapid cross‑functional learning.
• Career growth as the company scales - leadership pathways for high performers.
• Remote‑first culture with flexibility and support for travel to customers and team hubs.