SearchStax is hiring a Senior Customer Success Manager to be embedded in the heart of customer relationships. You will focus on understanding customer needs, helping them realize the full value of our platform, and turning that value into measurable outcomes and advocacy.
What You'll Do
- Deeply understand customer goals, use cases, and success metrics through ongoing discovery.
- Build trusted relationships with both daily users and executive stakeholders.
- Lead and manage the onboarding process, ensuring clear expectations, a smooth rollout, and early product adoption milestones.
- Guide customers through value realization—helping them articulate, document, and quantify the impact of our solutions.
- Develop strategic account plans that align to business outcomes and support long-term growth.
- Identify and mitigate risk by proactively creating and managing project-level risk plans.
- Facilitate regular success check-ins and strategic business reviews.
- Collaborate with Product, Sales, and Support to ensure alignment and advocate for customer needs.
- Drive meaningful business reviews or related customer activities to drive strategic discussions and ensure alignment between SearchStax and customers’ leadership.
- Support and mentor other CSMs by sharing best practices, processes, and insights.
- Surface opportunities for expansion, renewals, and cross-sell through partnership and insight.
- Identify, develop, and amplify customer success stories and advocates.
- Actively contribute to building a high-performance, scalable Customer Success function in a start-up environment.
- Partner with Account Managers / Account Executives / Technical Account Managers to build long-term strategies with customers.
What We're Looking For
- 6+ years in a Customer Success, Account Management, or Strategy role with enterprise or mid-market customers.
- Consultative mindset with strong discovery, listening, and value articulation skills.
- Excellent relationship-building and stakeholder management across all levels of an organization.
- Strong communication and storytelling abilities—both written and verbal.
- Strategic thinking combined with tactical execution—able to zoom in and out.
- Comfort with ambiguity, change, and startup velocity.
- Strong sense of ownership, proactive mindset, and accountability for outcomes.
- Cross-functional collaborator who thrives in a team-first environment.
- Natural mentor with a passion for coaching and elevating peers.
- Inherently technical and curious with a strong aptitude to learn our products and related ecosystems.
- Proven experience helping customers quantify business value and deliver measurable outcomes.
- Track record of managing account plans, identifying risk, and driving mitigation strategies.
- Experience mentoring or coaching peers within a customer-facing team.
- Skilled in customer storytelling, executive communication, and success planning.
- Familiarity with SaaS, cloud technologies, and ideally digital experience platforms.
- Experience working cross-functionally with Product, Sales, and Support teams.
- The ability to act with a high level of autonomy and leverage resources based on customer needs.
Nice to Have
- Bachelor's degree in Business, Communications, or a related field.
- Prior exposure to search, database, cloud, and infrastructure technology.
Team & Environment
This role is part of a growing start-up team, playing a foundational role in building the Customer Success function.
Benefits & Compensation
- Remote-first work environment.
- Competitive Compensation & Stock Options.
- 401k Match: 4% match on contributions.
- Healthcare Benefits: Comprehensive medical, dental, and vision plans with 100% of employee-only premiums paid.
- Paid Time Off: Flexible vacation time and paid holidays.
- Exciting Growth Opportunities to innovate and grow your career.
- Compensation: $105,000 to $145,000 annually + equity: Stock Options.
Work Mode
This is a global, remote-first role open to candidates in the United States and India.
SearchStax is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.
