Remote Strategic Customer Success Manager — Onboarding & Growth

Sapienceai; Seattle, Northern (WA, KY); Hybrid; USD 80,000 - 95,000; Full time

Benefits offered by this job

Health benefits

Early-stage equity

Job summary

Sapience AI is seeking a Customer Success Manager to own customer relationships, onboarding, retention, and expansion. You’ll work within an early-stage, fast-paced environment, building playbooks and processes that turn customers into long-term advocates.

You’ll lead onboarding for associations, manage a portfolio of accounts, and drive renewal and growth with product and sales collaboration. Experience with CRM and CS platforms, strong communication, and the ability to operate with incomplete

Qualifications

• Experience managing a book of business with onboarding, retention, and expansion metrics.
• Comfort with early-stage dynamics—wearing multiple hats and influencing product direction.
• Exceptional communication skills—strategic with execs and actionable for individual users.
• Proven ability to build structure where little exists.
• Experience with CRM, CS, and project platforms (Salesforce, Gainsight, HubSpot, ClickUp, ChurnZero, or similar).

Responsibilities

• Lead onboarding for new association and membership organization customers—from kickoff to first value milestone.
• Build onboarding playbooks, self-serve guides, and enablement materials for scaling the customer base.
• Drive activation against milestones (content uploads, member engagement, admin adoption) within 30–60 days.
• Own a portfolio of accounts as primary contact for executive sponsors, admins, and platform champions.
• Conduct regular QBRs and check-ins to surface value, deepen relationships, and identify expansion opportunities.
• Proactively identify at-risk accounts and implement recovery plans before churn.
• Identify expansion signals and partner with AE to close growth within the base.
• Convert Freemium/Base-tier to Premium through demonstrated ROI and strategic nudging.
• Build and track a renewal pipeline with discipline and rigor.

Skills

Account management

Customer success

CRM

Cross-functional collaboration

Communication

Asynchronous work

Tools

Salesforce

Gainsight

HubSpot

ClickUp

ChurnZero

Job description

Sapience AI is seeking a Customer Success Manager to own customer relationships, onboarding, retention, and expansion. You’ll work within an early-stage, fast-paced environment, building playbooks and processes that turn customers into long-term advocates.

You’ll lead onboarding for associations, manage a portfolio of accounts, and drive renewal and growth with product and sales collaboration. Experience with CRM and CS platforms, strong communication, and the ability to operate with incomplete