Customer Success Manager

Job Summary

A company is looking for a Customer Success & Support Manager to oversee the entire customer experience and commercial operation for their Extension product.

Key Responsibilities

• Own customer support for both self-serve and enterprise users, handling escalations and complex cases
• Act as the primary contact for enterprise customers, managing renewals, seat changes, and pricing discussions
• Investigate usage trends and manage invoicing, entitlements, and revenue operations

Required Qualifications

• 5-8+ years of experience in B2B SaaS, particularly in Customer Success, RevOps, or senior Support roles
• Proven experience managing relationships with decision makers at large companies
• Familiarity with support, billing, and renewal processes
• Experience with tools such as Intercom, Stripe, and subscription systems
• Data-driven mindset with preferred experience in SQL or Snowflake