Customer Success Manager

Role overview A remote Mid-Market Customer Success Manager role focused on a book of multi-location self-care businesses such as salons, spas, medspas, and barbershops. The position owns retention across the full post-onboarding lifecycle, drives renewals and expansion, and partners closely with onboarding, sales, support, and product teams. It suits a relationship-driven CSM who combines business judgment, structured account planning, and a genuine interest in the self-care industry.

Responsibilities - Own the customer relationship after onboarding and guide customers toward lasting value and long-term success - Drive retention by monitoring account health and risk signals and leading contract renewals with data-driven judgment - Run structured check-ins, business reviews, and account planning across the assigned mid-market book - Build and maintain trusted relationships with stakeholders across each multi-location account - Advocate for customers by sharing feedback, trends, and risks with product and cross-functional partners - Identify opportunities to increase product adoption and drive upsell and cross-sell within the book - Serve as a go-to resource for newer CSMs on complex account situations and escalations

Requirements - 3+ years managing a mid-market book of business with proven success in retention, renewals, and relationship management - Track record of independently managing complex, multi-location accounts with minimal oversight - Strong business acumen, including understanding customer goals, spotting risk early, and knowing when to escalate - Effective emotional intelligence: clear, empathetic communication that can deliver direct messages while preserving trust and explain technical solutions to any audience - Comfort with competing priorities and evolving processes, with a high bar for follow-through - Growth mindset that uses customer context and usage data to make clear recommendations and spot expansion opportunities - Some experience mentoring or supporting newer CSMs, or a clear interest in growing into that role - Bachelor's degree preferred; equivalent professional experience considered in lieu of a degree

Nice to have - Experience in the salon, spa, or wellness industry

Benefits and work setup - Fully remote role - Anticipated US base salary of $92,000 plus eligibility for a variable compensation program with a target of $23,000 - Competitive base pay with performance bonus eligibility and equity participation for full-time employees - Comprehensive medical coverage with up to 100% employee and 75% dependent premium coverage, plus an annual $1,200 HSA employer contribution for eligible plans - 100% covered dental, vision, life, and disability insurance - 12 weeks of fully paid US parental leave, flexible paid time off, and 10 US company holidays - $200 home office setup allowance and $50 monthly work-from-home reimbursement - $200 quarterly wellness stipend, One Medical membership, and Employee Assistance Program support