Customer Success Manager, Momence

• You love helping existing customers succeed while driving business growth through expansion opportunities
• You're passionate about empowering small businesses and are motivated by expansion revenue targets
• This role is essentially an inside sales position focused on selling existing customers on continuing to invest in their business growth—candidates with Account Executive or quota-carrying sales experience will be particularly successful
• You enjoy building relationships with customers and have experience in both customer success and sales environments
• You thrive in ambiguity, are proactive, and can adapt well in a startup environment where you'll help define the customer success function
• 2+ years of experience in Customer Success, Account Management, or Client Services in a B2B SaaS environment
• Strong communication skills, with experience facilitating client calls, webinars, or workshops
• Experience gathering, documenting, and prioritizing product feedback
• Highly organized with strong project and time management skills
• Comfortable using CRM, task management tools, and customer engagement platforms

Desirable

• The Customer Success Manager plays a critical role in scaling product adoption, driving customer satisfaction, and maximizing revenue through strategic management of paid add-ons
• As the frontline connection to our highest-value hosts, this role is responsible for supporting activation, adoption, and retention, while also surfacing product feedback to inform future development
• This role is both strategic and operational—balancing day-to-day customer interactions with cross-functional collaboration, feedback analysis, and enablement of expansion opportunities
• You will serve as the voice of the customer, ensuring that product performance, educational resources, and feedback loops are aligned with our business goals
• Manage a pipeline of high-value customers who have activated paid add-ons across the platform
• Conduct 1:1 calls to support activation, increase adoption, reduce churn risk, and identify upsell opportunities
• Lead proactive outreach and retention efforts for hosts showing signs of deactivation or usage decline
• Facilitate expansion calls with top GMV hosts to identify impactful case studies and collaborate with the Content Marketing Manager to spotlight success stories
• Collect, document, and synthesize host feedback related to paid add-ons and new feature releases
• Translate qualitative insights into clear scopes of work and improvement opportunities for the Product team
• Collaborate with Product to prioritize fixes, feature updates, and post-release support efforts based on host impact
• Provide tight feedback loops between customers and the engineering/product team
• Prepare and host educational webinars for specific add-ons, showcasing functionality, success metrics, and best practices
• Support go-to-market efforts for new paid features, including scripting webinar content, walkthroughs, and newsletter articles
• Conduct engaging product demonstrations via screen share, particularly for AI features and new product releases
• Ensure hosts feel confident and supported during the onboarding and usage of new tools
• Identify and manage relationships with beta tester hosts for upcoming add-on features
• Facilitate setup, feedback collection, and iterative support to inform early-stage product improvements
• Ensure feedback is well-documented and shared cross-functionally with Product and Support
• Monitor and manage the shared Success inbox daily
• Respond promptly to host questions, concerns, and feedback related to active add-ons or beta features
• Route inquiries appropriately and ensure no expansion opportunity or support concern is left unresolved
• Manage customer success activities and account information in our CRM (Hubspot)