Customer Success Manager

Elementix Inc; Wilmington, Northern (DE, KY); Hybrid; USD 80,000 - 120,000; Full time

Benefits offered by this job

Fully remote

Full benefits

Job summary

Elementix Inc is seeking its first dedicated Customer Success Manager to protect recurring revenue by delivering ongoing value to customers. You will own the post-sale relationship, guide onboarding, drive product adoption, and lead retention and renewals with the founder.

This fully remote role offers an on-target earnings of $100,000 per year, with 80% base and 20% performance-based pay. You will manage onboarding for new customers and run quarterly business reviews to align on next steps.

Qualifications

• 2–4 years in B2B SaaS customer success with renewals responsibility.
• Experience managing multiple accounts and renewal timelines.
• A patient teacher who asks thoughtful questions about a customer's workflow.
• Strong written and verbal communication for customer meetings and renewals.
• AI-fluent and able to integrate AI tools into workflow.

Responsibilities

• Own onboarding after the sales handoff and set up for first value.
• Support adoption through the first 90 days.
• Monitor account health and proactively address risks.
• Run quarterly business reviews for priority accounts.
• Keep meetings, follow-ups, and renewal actions moving forward.
• Teach customers about relevant new features and updates.
• Own renewal preparation and conversations, 90 days ahead.
• Handle routine support via email and calls.
• Keep account records current and share feedback with the founder and engineering.
• Use AI to streamline preparation, research, and documentation.

Skills

B2B SaaS customer success

Account management

Communication

AI fluency (Claude or similar)

Process improvement mindset

Tools

Claude AI

Job description

Elementix is the data platform for private lenders. We help lenders originate new business, underwrite credit risk, and monitor existing borrowers by turning public records into a workflow. Founded in 2024, we are a small, AI-first team growing through strong inbound demand from a focused B2B SaaS motion.

About the role

As our first dedicated Customer Success Manager, your main responsibility is to protect recurring revenue by helping customers get lasting value from Elementix . You'll own the customer relationship after the sale, guide onboarding, build product adoption, and take responsibility for retention and renewals. We're developing the initial process and playbook, and you'll work closely with the founder to run it, identify what's working, and improve it as we grow. This is a hands-on role for someone who enjoys teaching customers, managing relationships, and taking ownership at a young company.

On-target earnings: $100,000/year

80% base, 20% performance tied to retention

Fully remote, with full benefits.

What the work looks like

• Around 10-20 new customer onboardings per month
• Around 15-20 customer calls per week , including onboarding, training, strategy calls, quarterly business reviews, support, and renewal conversations
• A portfolio of accounts with different needs, with more hands-on attention for larger customers and accounts needing additional help

Responsibilities

• Own onboarding after the sales handoff. Understand each customer's goals and use cases, help set up their account, train their team, and get them to first value.
• Support adoption through the first 90 days. Follow up, confirm customers are using the product successfully, and resolve adoption barriers.
• Monitor account health. Track usage and engagement, spot declining activity, and proactively help customers get back on track.
• Run quarterly business reviews for priority accounts. Review usage, progress, and use cases, then agree on a plan for the next quarter.
• Keep meetings and follow-up moving. Set the cadence during onboarding, book reviews and next steps ahead, follow up to secure meetings, and send recaps with action items.
• Teach customers about relevant new features. Connect product updates to their needs and show them how to apply them.
• Own renewal preparation and conversations. Start planning around 90 days ahead, track risks, and handle routine renewal and pricing discussions, escalating when needed.
• Handle routine support over email and calls. Give clear, patient guidance and coordinate with the team to resolve issues.
• Keep account records current. Document goals, risks, commitments, next steps, and renewal outlook; share customer needs and feedback with the founder and engineering.
• Use AI to streamline preparation, research, follow-up, and documentation. Improve the customer success playbook as you learn.

Qualifications

• 2–4 years in B2B SaaS customer success , with direct responsibility for customer retention and renewals
• Experience managing multiple accounts, prioritizing outreach, and keeping meetings, commitments, and renewal timelines organized
• A patient teacher who asks thoughtful questions about a customer's workflow before recommending a solution
• Strong written and verbal communication, with confidence leading customer meetings and handling difficult renewal conversations
• AI-fluent: you already use Claude or similar in your workflow and have opinions on what works
• Comfortable taking ownership in a young company where the process is still developing, following a playbook and improving it as you learn

Nice to Have

• Background in fintech, proptech, or private lending
• Experience as an early customer success hire at a startup
• Experience refining onboarding, QBR, or renewal playbooks