Customer Success Manager

CloudCrane; Northern (KY); Hybrid; USD 70,000 - 110,000; Full time

Job summary

CloudCrane is seeking a Customer Success professional to own onboarding from signed to first published release, including contract and initial review queue. You will monitor live usage, raise issues proactively, and guide renewals and expansions in collaboration with sales.

You’ll convert recurring questions into clear documentation and feed feedback to product to improve the data experience. The role requires strong data-literacy, ability to read CSVs, explain APIs to non-engineers, and

Qualifications

• Three+ years in customer success or solutions at a B2B software company.
• Technical enough to read a CSV, reason about a data model and explain an API to a non-engineer.
• Experience owning renewals; able to describe churn you prevented and one you did not.
• Clear writing; produce documentation.
• Comfortable telling a customer something is not possible yet.

Responsibilities

• Onboard customers from signed to first published release, including the first contract and the first review queue.
• Watch usage and quality for live accounts, and raise a problem before the customer finds it.
• Own renewals and expansion alongside sales, and know which accounts are actually healthy.
• Turn recurring questions into documentation and feed customer struggles back into product.

Skills

CSV reading

Data modeling

API explanation

Renewals management

Clear documentation

Tools

SQL

CRM systems

Job description

Get a customer from signed to their first catalog serving live traffic, and keep them there.

A customer's first catalog is the hard part. They arrive with a spreadsheet, a vague sense of which field matters, and an agent that is already live. Getting them to a published release with a contract they trust is the difference between a renewal and a refund.

You would own onboarding end to end: helping them shape their data, write their first contract, work through the review queue, and deploy the tool with the right security settings. That means being technical enough to read their data and spot the field that will cause trouble.

After launch you stay their contact: watching usage, catching the account that has gone quiet, and being the person who tells them a value is being held back before their agent does.

What you'd do

• Run onboarding from signed to first published release, including the first contract and the first review queue
• Watch usage and quality for live accounts, and raise a problem before the customer finds it
• Own renewals and expansion alongside sales, and know which accounts are actually healthy
• Turn recurring questions into documentation instead of answering them a fourth time
• Feed what customers struggle with back into product, with the examples attached

What we need

• Three or more years in customer success or solutions work at a B2B software company
• Technical enough to read a CSV, reason about a data model and explain an API to a non-engineer
• You have owned renewals and can describe a churn you prevented and one you did not
• You write clearly enough that your answer becomes the documentation
• Comfortable telling a customer something is not possible yet

Nice to have, not required

• SQL, or experience with a data or analytics product
• You have onboarded a customer through a security review
• Support or implementation background before customer success

How we work

• Small team, thin slices, shipped weekly. Nothing sits on a branch for a month.
• Reviews are real. Every feature ships with its tests, and a bug found in review is cheaper than one found by a customer.
• Safety-critical means the boring answer usually wins: fail closed, keep the receipt, don't guess.
• We only claim what ships. That applies to the product, the roadmap and the offer letter.

How hiring works

• 1 A 30-minute call about something you've built and what was hard about it.
• 2 A working session on a real problem from this codebase. You can drive, or we can pair.
• 3 A conversation about how you make decisions when the evidence is thin.
• 4 References, then an offer. We aim to answer within a week at every stage.