Customer Success Manager

About us:

We are a small, self-funded team building a booking app for independent salons and tattoo studios. Laptops are MacBook Pros, and you pick your own editor.

We are backfilling a position after an internal move. You will be the customer's main contact after the sale and their voice inside Baker Digital. Remote within the US. The team meets in Oakland once a quarter, travel covered. We do not have many meetings. Most updates happen in writing.

Your responsibilities:

• Own a portfolio of 30 to 50 accounts and their overall health.
• Report monthly on churn risk and saves.
• Run quarterly business reviews with customer stakeholders.
• Document every customer touch in Salesforce.
• Recruit happy customers for references and case studies.
• Drive renewals alongside the commercial team, starting 120 days out.
• Monitor usage and health scores in Gainsight and act on red flags.
• Escalate product bugs and feature requests through Jira with clear context.

Who you are:

• 3-5 years in customer success, account management or implementation at a SaaS company.
• Able to learn a technical product and explain it in plain terms.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.
• Bachelor's degree or equivalent experience.
• Experience managing renewals or retention targets.
• Calm under pressure when a customer is angry.

Nice to have:

• Zendesk or Intercom experience.
• SQL or Looker for pulling your own account data.

Perks and benefits:

$87,000 - $106,000 annually

• 401(k) with a 100% match up to 5%.
• Life insurance.
• Home office stipend.
• 11 paid holidays.

Agencies: please do not contact us about this role.

Interview process: a phone call, a meeting with the hiring manager, and a final conversation with the team.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Baker Digital.