US Customer Success Manager

Famly Denmark; Arlington (VA); On-site; USD 67,000 - 73,000; Full time

Benefits offered by this job

401k with employer match

Health insurance

Paid maternity/paternity leave

Personal development budget

Book stipend

Job summary

Famly is seeking a Customer Success Manager for our US portfolio, based in the Rosslyn, Arlington, Virginia office, with four in-person days per week. You will own onboarding, retention, renewals and account growth, guiding customers to realize value from our platform.

In this role you’ll run proactive QBRs, engage in proactive check-ins, and collaborate with the Customer Advisor team to handle high-urgency issues. You’ll become the portfolio specialist as Famly grows.

Qualifications

• Experience in customer success, account management, or related roles in SaaS.
• Experience in early childhood education or strong affinity for the sector.
• Able to manage both proactive and reactive responsibilities.

Responsibilities

• Run proactive QBRs and regular check-ins to keep customers engaged.
• Support onboarding calls for newly signed customers as needed.
• Lead ongoing training and adoption of the platform.
• Identify renewal and expansion opportunities within your portfolio.
• Step in on urgent situations for key accounts with the Advisor team.
• Consult customers on how to get real value from the platform.
• Share insights with the team to shape product and process.

Skills

Customer success

Account management

SaaS

Early childhood education

Communication

Ownership

Problem solving

Tools

HubSpot

Intercom

Jira

Job description

We're looking for a Customer Success Manager to own and grow relationships with a portfolio of Famly's US customers, from onboarding through renewal and everything in between.

About Famly

We're on a mission to stop admin work from stealing the joy of working with young children. We do that with our platform, the world's first proactive assistant for educators and staff that handles admin for them so they can get back to what they love.

About the role

As Customer Success Manager, you'll own the relationship for a portfolio of Famly customers. That means guiding them through onboarding, running proactive check‑ins and quarterly business reviews (QBRs), spotting renewal and expansion opportunities, and stepping in when a key account needs urgent help. This role suits someone who wants to work across all of customer success rather than specializing in one lane. In your first year, expect to build real depth across onboarding, retention, renewals, and account growth, and to become the specialist for your portfolio as the business evolves.

This role is based in our Rosslyn, Arlington, Virginia office, with a default of four days a week in person.

What you’ll be doing

• Running proactive QBRs and regular check‑ins to keep customers engaged, informed, and getting value from Famly
• Supporting onboarding calls for newly signed customers as needed
• Leading ongoing training and adoption of the platform
• Identifying and driving renewal and expansion conversations within your portfolio
• Stepping in on reactive, high‑urgency situations for key accounts, partnering closely with our Customer Advisor team, who handle more tactical day‑to‑day support
• Getting to know your customers’ goals well enough to consult them on how to get real value out of the platform
• Identifying patterns and feedback from your accounts, sharing insights with the broader team, and actively participating to help shape product and process

You’ll thrive in this role if you:

• Have experience in customer success, account management, or a related customer‑facing role, ideally within a SaaS company
• Have experience in early childhood education, or a strong affinity for the sector
• Are comfortable holding a mix of proactive and reactive responsibilities, and can shift gears as priorities change
• Communicate clearly and build trust quickly, whether on a scheduled QBR or an urgent call
• Take ownership of outcomes and don’t wait to be told what's next
• Are solution‑oriented. When you spot a problem, your instinct is to dig in and help fix it rather than just flag it

And it's even better if:

• You've used HubSpot, Intercom, and/or Jira in a previous role
• You've worked in a customer success or sales capacity at a software company with ties to the education sector

The interview process looks like:

1. Conversation with Saubia Fatemi, Head of US Customer Success (hiring manager)
2. Rational thinking test and written exercise
3. Panel with additional members of our US Commercial team
4. Conversation with Harrison Brazier, Head of US Sales
5. Reference check

What's in it for you?

• Salary in the $67-73k/year range (depending on experience)
• Competitive benefits such as 401k with employer match, health insurance, and paid maternity/paternity leave.
• Prime corner‑office in Rosslyn’s WeWork, with modern equipment and amenities
• A clear career framework and coaching to make sure you're growing, a $1000 personal development budget and a ’We'll buy you any book you want’ policy.
• We guarantee we'll create the time, space and leadership (as well as the budget) to make sure you grow and develop.
• We want to set the pace, and don't cut corners when it comes to investing in tooling and technology that you need to be at the frontier of tech.
• We're all about hiring clever people who are good humans too. It means Famly is full of top thinkers and generous teammates waiting to help you shine.
• We like to give a lot of ownership both in terms of responsibility and freedom to try new, challenging tasks.
• Top‑notch work equipment (including noise cancelling headphones for those focus periods!).
• We believe collaboration happens best in person, so we have the default of four days a week in office - but with plenty of flexibility for when life happens outside the office too.

Famly is committed to creating a more diverse, equal, and inclusive workforce, building teams that represent a variety of backgrounds, perspectives and experiences. It is a fundamental policy at Famly not to discriminate on any basis or characteristics and celebrate diversity. Everyone is welcome and encouraged to apply.