Customer Success Manager
Silktide
full-time
Posted on:
Location Type: Hybrid
Location: Austin • Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $80,000 - $90,000 per year
Job Level
JuniorMid-Level
About the role
- Own a high-volume portfolio of customers and deliver success through repeatable, scalable processes
- Deliver best-in-class onboarding and training sessions to ensure customers are set up for success
- Maintain strong customer health by monitoring engagement and usage, and taking action where needed
- Identify and qualify opportunities for expansion (CSQLs) and collaborate with Account Managers to support growth initiatives
- Champion long-term customer success by demonstrating consistent ROI and helping reduce churn
- Recommend consultancy services or audits to support accessibility and compliance efforts
- Contribute to social proof through G2 reviews, testimonials, and case studies that showcase customer impact
- Respond to customer queries through Intercom and provide proactive support that helps them reach their goals
- Follow CS playbooks and operational processes to ensure consistent, scalable delivery
- Keep immaculate operational hygiene: account notes, tasks, risks, and next steps accurately logged
Requirements
- 2+ years of experience in a Customer Success or client-facing role, managing a portfolio of customers
- Highly organized, comfortable juggling multiple priorities, and can keep lots of plates spinning without dropping the details
- Enjoy working within clear processes and playbooks, and being thoughtful about improving them when needed
- Build trust quickly, deliver strong training, and have the commercial instinct to identify when a customer would benefit from expanding their usage
- Excel at simplifying complex concepts for both technical and non-technical audiences
- Proactive: spot risks early, take ownership, and follow through
- Comfortable using systems (CRM, ticketing, product usage data) to drive consistent customer outcomes
- Live in (or close to) Austin, Texas, and can work hybrid
Benefits
- A shiny new MacBook
- 20 days paid vacation + public holidays, increasing with tenure
- Private Insurance (Health, Dental & Vision) & Wellness Allowance
- Company Sponsored Pension & Enhanced Paternity/Maternity
- Casual Dress Code, Flexible Schedule, Weekly Paid Lunches & Monthly Company Outings
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
highly organizedproactivestrong training deliverytrust buildingsimplifying complex conceptscommercial instinctdetail-orientedmulti-taskingimproving processes