Customer Success Manager

GetLaunchDay; Northern (KY); Hybrid; USD 80,000 - 110,000; Full time

Benefits offered by this job

Full health coverage

Meaningful equity

$2K home office

$1.5K learning

Job summary

GetLaunchDay is hiring a Customer Success Manager to be the main point of contact for our paid customers. You will guide onboarding, drive adoption, and optimize renewals to ensure long-term satisfaction.

You will own proactive outreach, respond personally to inquiries, and help customers achieve their goals with our software. This remote role supports US-based customers with equity and comprehensive health coverage.

Qualifications

• 2+ years in customer success, support, or account management for SaaS.
• Exceptional written communication — warm, clear, and professional.
• US timezone coverage (EST or CST preferred) for live chat shifts.
• Experience with support tools (Intercom, Zendesk, or similar).

Responsibilities

• Onboard new paid customers through setup, best practices, and strategy.
• Respond to inquiries via email and live chat with fast response times.
• Conduct quarterly check-ins with Scale and Enterprise customers.
• Monitor health metrics and reach out to at-risk accounts.
• Create and maintain help docs, FAQs, and video guides.
• Relay feedback to product team and assist with billing questions.

Skills

Customer Success

SaaS

Communication

Time management

Problem solving

Empathy

Tools

Intercom

Zendesk

Job description

Support Remote (US) Full-time $80K – $110K + equity

About the role

We're hiring a Customer Success Manager to be the main point of contact for our paid customers. You'll help founders get the most out of GetLaunchDay — from onboarding and setup to ongoing optimization and renewal.

This is a relationship-driven role. You'll know our customers by name, understand their goals, and proactively reach out with advice, tips, and product updates. When they need help, you respond quickly and personally.

What you'll do

Onboard new paid customers — walk them through setup, best practices, and strategy

Respond to customer support inquiries via email and live chat (target: <2 hour response time)

Conduct quarterly check-ins with Scale and Enterprise customers

Monitor customer health metrics and proactively reach out to at-risk accounts

Create and maintain help documentation, FAQs, and video guides

Relay customer feedback to the product team — you're the voice of the customer

Assist with billing questions, plan changes, and technical troubleshooting

Build playbooks for common customer issues and onboarding flows

What we're looking for

2+ years in customer success, support, or account management for SaaS

Exceptional written communication — warm, clear, and professional

Technical aptitude — comfortable explaining software concepts to non-technical users

Experience with support tools (Intercom, Zendesk, or similar)

Strong organizational skills — can manage 50+ customer relationships simultaneously

Empathy and patience — you genuinely enjoy helping people succeed

US timezone coverage (EST or CST preferred) for live chat shifts

Nice to have

Experience supporting founders or startup customers

Familiarity with landing pages, email marketing, and analytics tools

Helped build out a CS function from scratch at a small company

Video communication skills (can record Loom walkthroughs)

Experience with Notion, Linear, or similar tools for documentation

Work from anywhere worldwide.

Flexible hours

Output over hours logged.

$2K home office

Set up your ideal workspace.

Meaningful equity

Ownership from day one.

$1.5K learning

Courses, books, conferences.

Full health coverage