Customer Success Manager

Kimia; España; On-site; PHP 4,299,754 - 6,142,506; Full time

Benefits offered by this job

Equity options

Career growth opportunities

Remote-first culture

Job summary

black.ai is looking for a Customer Success Manager to join our expanding team in Romblon, España. In this role, you will drive customer success by ensuring adoption, engagement, and retention, while collaborating with internal teams to build scalable CS processes.

We seek an individual with experience in B2B SaaS Customer Success, strong communication skills, and a proactive mindset. This position offers meaningful equity in a remote-first culture with career growth opportunities.

Qualifications

• Experience in B2B SaaS Customer Success, preferably in start-ups or AI.
• Able to work across time zones and adapt to ambiguity.
• Motivated to understand customer use cases deeply.

Responsibilities

• Manage kick-off meetings and onboarding of new customers.
• Train and interview customers to help them become super users.
• Communicate customer insights with various teams.

Skills

Proactive operation

Customer empathy

Strong organizational skills

Effective communication

Ability to work independently

Job description

Europe

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.

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.

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.

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