Customer Success Manager

The role

You will own the full customer lifecycle for a portfolio of startups and large enterprises on the East Coast. You will ensure accounts realize the value of AI-powered content creation through onboarding, training, and retention management.

What you will do

• Own customer health, gross retention, and net dollar retention
• Design and lead onboarding and training programs for new accounts
• Build playbooks for common customer journeys and develop one-to-many programs
• Navigate complex stakeholder relationships and conduct executive business reviews
• Partner with Sales to identify and convert high-potential accounts
• Channel customer feedback to Product and Design

Required qualifications

• 5+ years of B2B SaaS experience in Customer Success, Account Management, or a similar customer-facing role
• Track record of meeting or exceeding retention and expansion goals
• Startup experience
• Ability to manage both high-touch strategic accounts and scaled customer programs
• Data-driven approach to customer health
• Comfort discussing technical concepts like APIs and SSO with stakeholders
• Active AI user who experiments with new tools

Nice to have

• Experience at PLG companies managing the transition from self-serve to sales-assisted motion
• SQL knowledge or familiarity with data analysis
• A background in design software
• Experience building CS operations from scratch

Benefits

• benefits
• equity

About the company

Gamma is a company with a growing B2B motion and a strong in-office culture.