Customer Success Manager

Job Summary

Owning the onboarding and retention process, the full-time remote Customer Success Manager will guide customers through implementation, ensure they derive value from Carla AI, and build long-term relationships while shaping the customer success function from the ground up.

Key responsibilities

• Lead customer onboarding and activation, configuring Carla AI for their business and training teams on the platform
• Drive customer retention by monitoring health metrics, conducting regular check-ins, and managing renewals
• Identify growth opportunities within existing accounts and collaborate with cross-functional teams to enhance the customer experience

Required qualifications

• 2 to 4 years of experience in customer success, account management, or implementation within B2B SaaS
• Proven track record of onboarding and retaining customers while driving adoption and reducing churn
• Strong project management skills, capable of handling multiple customer implementations simultaneously
• Experience with CRM systems such as HubSpot or Salesforce
• Proactive and empathetic approach to customer needs, with the ability to work autonomously in a fast-paced environment