Customer Experience & Success Manager

Swooped; United States; Remote; USD 85,000 - 200,000; Full time

Job summary

Swooped seeks a proactive Customer Experience & Success Manager to enhance customer engagement and ensure success throughout their journey. This mid-senior role emphasizes relationship-building and effective resource management within a remote-first culture, focusing on customer onboarding and support in a technology-driven environment.

Benefits

Remote-first culture

Health insurance

401(k)

Flexible work schedule

Unlimited time off

Professional growth opportunities

Inclusive company culture

Qualifications

• 5–7 years in customer success or related roles.
• Clear and empathetic communicator.
• Proficient in working with SaaS platforms.

Responsibilities

• Support and guide customers during onboarding.
• Foster ongoing relationships through regular communication.
• Monitor account health and engage proactively.

Skills

Customer Success

Relationship Building

Active Listening

Organization

Collaboration

Job description

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At the hiring company, they 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. Their 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, they empower their customers to effectively respond to digital threats.

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

About the Role

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

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 the platform.

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 the 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)

The company Offers:

• 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

Compensation

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Management, and General Business

• Industries

  Computer and Network Security and Technology, Information and Media

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