Customer Success Manager

Spectrum Search; San Francisco (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

Spectrum Search is seeking a Customer Success Manager to be the main contact for our clients, working closely with account managers, product, and engineering to resolve questions, handle product requests, and feed insights back into the product.

You will manage a portfolio of accounts, diagnose complex problems, and help scale support across a high-volume customer base. This is a fast-paced startup environment where you’ll develop quickly and contribute to high customer satisfaction.

Qualifications

• 2–6 years’ experience in a Customer Success Manager or Account Manager role at a B2B tech startup with a technical product.
• Strong prioritisation skills and the ability to manage multi-level escalations across 100+ accounts.
• Experience turning customer feedback into improvements with Engineering, Product and Design.

Responsibilities

• Diagnose complex problems using critical thinking and resolve with internal tooling or engineering support.
• Collaborate with the support lead on documentation, escalations, product updates, and communications with internal teams and third parties.
• Handle support requests via phone, email and chat to help the business scale.
• Manage a high-volume book of 100+ accounts, including multi-level escalations.
• Help maintain an industry-leading customer satisfaction rate.
• Own a key part of the product feedback loop and share insights with the wider team.
• Learn the platform inside out to maximize value for customers.
• Grow and develop quickly in a fast-paced start-up environment.

Skills

Customer Success

Account Management

Cross-functional Collaboration

Technical Troubleshooting

Escalation Management

Job description

We’re working with a high-growth, venture-backed B2B tech start-up whose technical platform is used by some of the fastest-growing companies in the US. As the business scales, they’re growing their customer experience team and want a CSM who can be a trusted partner to customers and a strong voice for them internally.

The role

As a Customer Success Manager, you’ll be the direct point of contact and support for our client’s customers. You’ll work closely with account management, product and engineering to resolve customer questions, manage product requests and issues, and feed insights back into improving the product. You’ll be the customer’s first line of support, and their voice to the rest of the business.

What you’ll be doing

• Using critical thinking to diagnose potentially complex problems, resolving them with internal tooling or engineering support
• Working directly with the support lead on documentation, escalations, product updates, and communication with internal teams and third parties
• Handling support requests by phone, email and chat to help the business scale
• Managing a high-volume book of 100+ accounts, including multi-level escalations
• Helping maintain an industry-leading customer satisfaction rate
• Owning a key part of the product feedback loop and sharing insights with the wider team
• Learning the platform inside out to get the most for customers
• Growing and developing quickly in a fast-paced start-up environment

What our client is looking for

• 2–6 years’ experience as a Customer Success Manager or Account Manager at a B2B tech start-up with a technical product
• Strong prioritisation skills and the ability to manage multi-level escalations across a high-volume book (100+ accounts)
• Cross-functional experience turning customer feedback into improvements with Engineering, Product and Design
• Experience investigating and solving complex technical problems for technical users