Customer Success Manager

Early customer relationships are where the product's long-term direction gets shaped. We need someone who can be a trusted partner to early users while feeding high-quality product feedback back into the team.

• Own onboarding, activation, and retention for a portfolio of marketing and SEO team customers.
• Help customers understand AI visibility data in ways that connect to their actual business problems.
• Document and escalate product gaps, user confusion patterns, and feature requests.
• Build and iterate on the playbooks, templates, and resources customers use to run Chatobserver.

• Experience in a customer success or account management role at a technical B2B SaaS product.
• Strong analytical instincts — you can read product data alongside customers and explain what it means.
• A track record of reducing churn through genuine product expertise, not just relationship management.
• Clear, direct communication and the ability to set honest expectations.

• Being the person customers trust most as they navigate a genuinely new category.
• Feeding high-quality feedback into a product that is still early enough to change.
• Building customer success infrastructure from scratch rather than inheriting a playbook.

1. 01Shadow every existing customer relationship to understand the most common success patterns and failure modes.
2. 02Build a structured onboarding checklist that improves time to first value.
3. 03Identify the top three product gaps driving the most customer friction.