Customer Experience & Success Manager

PeakMetrics; United States; Remote; USD 80,000 - 125,000; Full time

Job summary

A leading company in narrative intelligence is seeking a Customer Experience & Success Manager. This role focuses on ensuring customer satisfaction through onboarding and ongoing support. The ideal candidate will have strong communication skills and experience in customer success roles, particularly in SaaS. The company offers a remote-first culture, competitive salary, and a range of benefits including health insurance and unlimited time off.

Benefits

Health insurance

401(k)

Flexible work schedule

Unlimited time off

Opportunities for professional growth

Inclusive company culture

Qualifications

• 5–7 years of experience in customer success or support roles.
• Experience with SaaS platforms, particularly in data or analytics.

Responsibilities

• Support customers during onboarding and ensure a successful start.
• Foster strong relationships through regular check-ins.
• Document insights and usage patterns to inform internal strategy.

Skills

Communication

Organization

Proactivity

Empathy

Curiosity

Tools

SaaS

Data Analytics

Job description

Join to apply for the Customer Experience & Success Manager role at PeakMetrics

Join to apply for the Customer Experience & Success Manager role at PeakMetrics

This range is provided by PeakMetrics. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$80,000.00/yr - $125,000.00/yr

At PeakMetrics, we stand at the forefront of narrative intelligence, harnessing the power of advanced machine learning to safeguard enterprises and government agencies from social media manipulation and narrative attacks. Our platform rapidly sifts through millions of unstructured, cross-channel media datasets, transforming them into actionable insights. By identifying adversarial online messaging, understanding its audience, and providing crucial context such as source credibility, we empower our customers to effectively respond to digital threats.

Our team tackled some of today's most intricate media challenges, from crisis management to thwarting state-sponsored disinformation campaigns. Our goal is unwavering: to shield our clients from the risks of social media manipulation and emerging narrative threats by detecting and remediating from harmful online trends.

About The Role

We’re looking for a Customer Experience & Success Manager who is excited to help our customers succeed and feel supported at every step of their journey with PeakMetrics. From onboarding to ongoing engagement, you’ll be a trusted partner to our customers—ensuring they gain value, feel heard, and have a smooth and rewarding experience with our platform.

This is not a sales or renewals role—your impact will come from relationship-building, active listening, and thoughtful coordination across teams to ensure each customer feels successful and confident using PeakMetrics.

What You’ll Do

• Support and guide customers during onboarding to ensure a successful start
• Foster strong, ongoing relationships through regular check-ins and communication
• Be the first point of contact for customer questions and partner across teams to find solutions
• Collaborate with Solutions Architects to assist with technical onboarding and product walkthroughs
• Develop and maintain helpful guides, resources, and onboarding materials
• Relay customer feedback to Product and Engineering teams to shape our roadmap
• Monitor account health and engage proactively when issues arise
• Document insights and usage patterns to inform internal strategy
  
  

You Might Be a Great Fit If You:

• Have 5–7 years of experience in customer success, experience, implementation, or support roles
• Are a clear and empathetic communicator—comfortable working with a range of stakeholders
• Are naturally organized, detail-oriented, and proactive
• Have a genuine curiosity about technology and how things work
• Thrive in collaborative, cross-functional environments
• Have experience with SaaS platforms, particularly in data or analytics
• Bring familiarity with secure environments or government-related clients (a plus—not required)
  
  

We Offer:

• Remote-first culture
• Health insurance, 401(k), and other benefits
• Flexible work schedule and unlimited time off
• Opportunities for professional growth and development
• A vibrant and inclusive company culture
  
  

PeakMetrics is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status.

Compensation Range: $80K - $125K

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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