Customer Success Manager

Goodshuffle; Washington (District of Columbia); Hybrid; USD 80,000 - 110,000; Full time

Benefits offered by this job

Hybrid work environment

Competitive salary

Job summary

Goodshuffle is seeking a Customer Success Manager in Washington, DC, a hybrid role focused on helping customers maximize value from our event-focused SaaS platform. You will manage a portfolio of customers, lead training sessions, monitor health metrics, and advocate for client needs within a fast-growing company.

Ideal candidates have 3+ years in customer-facing SaaS roles, excellent communication, strong organization, and a proactive mindset to drive retention and growth.

Qualifications

• 3+ years in Customer Success, Account Management, or a customer-facing SaaS role.
• Excellent written and verbal communication skills.
• Strong organizational skills with attention to detail and follow-through.
• Genuine desire to help others succeed and proactive problem-solving.
• Ability to manage multiple accounts and priorities in a fast-paced environment.
• Comfort with technology and a desire to learn new tools and features.
• Team-oriented, feedback-friendly, and eager to grow.

Responsibilities

• Manage a portfolio of small-to-mid-sized accounts with ongoing support and value.
• Lead training and education sessions for customers.
• Monitor health and usage; reach out proactively to keep customers engaged.
• Educate customers on new features, best practices, and workflows.
• Serve as primary contact for questions, feedback, and troubleshooting.
• Maintain up-to-date account notes, usage metrics, and communications.
• Contribute to team processes and knowledge-sharing as we scale.

Skills

Communication

Organization

Problem-solving

Customer advocacy

Multi-account management

Team player

Tools

Intercom

HubSpot

FullStory

Confluence

Job description

Join our team

We’re an exciting mix of events and technology professionals from all different backgrounds, with a common goal of empowering event professionals and their businesses.

Current open positions

We encourage applicants of every race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status, and are committed to an environment of equity and inclusion.

Customer Success Manager

Washington,DC (Hybrid)

About Goodshuffle

At Goodshuffle, we're on a mission to bring joy to the business of events. Our powerful, intuitive platform empowers event professionals to streamline their operations and grow their businesses. At Goodshuffle, we believe in delivering incredible value to our customers through innovative tools and world-class support.

About the Role

As a Customer Success Manager (CSM) at Goodshuffle, you’ll serve as a trusted partner to a portfolio of customers—ensuring they’re set up for success, using the platform effectively, and seeing measurable impact in their day-to-day operations. You’ll be an advocate for your customers while helping drive retention, adoption, and growth.

This is an ideal opportunity for someone with a few years of CSM or account management experience who wants to deepen their skills, take ownership of customer relationships, and grow alongside a rapidly scaling company.

Responsibilities

• Manage a portfolio of small-to-mid-sized accounts, providing ongoing support, guidance, and value throughout the customer lifecycle
• Lead training and education sessions to ensure a smooth and successful journey for customers
• Monitor customer health and usage, proactively reaching out to keep customers engaged and successful
• Educate customers on new features, best practices, and time-saving workflows
• Serve as the primary point of contact for questions, feedback, and troubleshooting
• Maintain detailed and up-to-date account notes, usage metrics, and communications in internal tools
• Contribute to team processes and knowledge-sharing as we scale

Requirements

• 3+ years of experience in Customer Success, Account Management, or a customer-facing SaaS role
• Excellent written and verbal communication skills
• Strong organizational skills with attention to detail and follow-through
• A genuine desire to help others succeed and a proactive approach to problem-solving
• Ability to manage multiple accounts and priorities in a fast-paced environment
• Comfort with technology and a desire to learn new tools and features
• Team-oriented, feedback-friendly, and eager to grow

Nice-to-Haves

• Experience working with small business customers or in the events industry
• Familiarity with tools like Intercom, HubSpot, FullStory and Confluence
• Exposure to onboarding or training customers

What We Offer

• Competitive salary and benefits
• Hybrid work environment
• Strong feedback culture with mentorship and growth opportunities
• A passionate, tight-knit team focused on innovation and impact
• A chance to make a real difference for small business owners in the events world