Customer Success Manager, Warmly,

• 3+ years in Customer Success, Implementation, or Account Management in B2B SaaS, with a proven track record of owning renewals and hitting retention targets
• Direct experience managing renewals end to end and accountability for GRR/NRR metrics
• Hands-on proficiency with HubSpot and Salesforce — you understand CRM architecture, pipeline stages, and how data moves across the GTM stack
• Deep understanding of how leads funnel through the sales and marketing tech stack, from top-of-funnel acquisition through closed-won and beyond
• Comfortable diving into the product: building workflows, configuring integrations, and getting technical on behalf of customers
• Thrives outside the traditional CS box — you’re energized by wearing multiple hats and tackling challenges that span implementation, strategy, and revenue
• Strong project management and relationship-building skills with excellent consultative abilities
• Process-oriented with a track record of improving or building CS motions from scratch
• Customer-first mindset and thrives in a fast-paced, evolving startup environment

Desirable

• This is not your typical CSM role. As Warmly’s GTM Customer Success Manager, you’ll own the entire customer journey from onboarding through renewal — and you’ll be directly accountable for hitting 85% Gross Revenue Retention (GRR) and 110% Net Revenue Retention (NRR) across your book of business
• You’ll be the trusted advisor ensuring customers realize value quickly, adopt best practices, grow with Warmly, and renew year after year. But you’ll also be expected to step well outside the traditional CS comfort zone: diving deep into the product, building workflows on behalf of customers, understanding how leads funnel through the sales and marketing tech stack, and managing renewals end to end
• This role combines onboarding, implementation, adoption, expansion, and renewal into one seat — giving you full ownership of the customer experience and direct impact on revenue outcomes
• Own Renewals End to End: Lead every renewal conversation from first touch to closed deal. Proactively mitigate churn risk and deliver against 85% GRR and 110% NRR targets for your book of business
• Onboard & Implement: Manage smooth handoffs from Sales, lead structured implementations, configure the product, build out custom workflows on behalf of customers, and deliver training that drives early adoption
• Drive Adoption & Value: Monitor usage, remove friction, and guide customers toward achieving their success criteria. Get hands-on with the product to ensure customers are leveraging the full power of Warmly’s platform
• Expand & Advocate: Identify growth opportunities, partner with Sales on expansion, and foster customer champions who amplify Warmly’s impact within their organizations
• Go to Market Expertise: Understand how leads flow through the customer’s sales and marketing tech stack. Advise on best practices across HubSpot, Salesforce, and the broader GTM toolset to ensure Warmly integrates seamlessly into their revenue engine
• Voice of the Customer: Gather customer feedback to help inform the product roadmap, partner closely with Product and Support, and train customers on new features as they are rolled out
• SUCCESS IN THIS ROLE LOOKS LIKE:
• Consistently hitting or exceeding 85% GRR and 110% NRR targets across your book of business
• Faster time-to-value and strong adoption across accounts driven by hands-on implementation and product expertise
• Renewals managed proactively, not reactively — with risks identified and mitigated well in advance
• Growth in expansion and advocacy opportunities driven by deep understanding of the customer’s GTM stack
• Seamless end-to-end customer journey from Sales handoff through renewal
• Scalable CS processes and playbooks that enable Warmly’s next stage of growth