Customer Success Manager

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.

Baker Digital is hiring a CSM for the operations segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. The Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. Remote position. Most of the team is in Oakland, but nobody is required to come in. Standard office hours, Monday to Friday, with flexibility around them. Most communication happens in Slack, with short video calls when needed.

Your responsibilities:

• Recruit happy customers for references and case studies.
• Report monthly on churn risk and saves.
• Build success plans with measurable goals for each account.
• Create help center articles when the same question keeps coming up.
• Lead kickoff calls and onboarding plans with new customers.
• Flag expansion opportunities to the account executive or account manager.
• Own a portfolio of 30 to 50 accounts and their overall health.

Who you are:

• 2+ years in customer success, account management or implementation at a SaaS company.
• Working knowledge of Salesforce.
• Bachelor's degree or equivalent experience.
• Comfortable presenting to directors and VPs.
• Calm under pressure when a customer is angry.

Benefits:

Rate: $87,000-$104,000/year

• Medical, dental and vision insurance.
• 401(k) with company match.
• Paid sick leave.
• Annual bonus.
• Life insurance.
• Home office stipend.

A resume is enough to apply. Cover letters are optional.

Start: Immediately.

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