Customer Success Manager (U.S.)

The company is where the world's best newsletters, podcasts, and digital products are built, grown, and distributed.
The platform combines email, podcast hosting, websites, community, and digital products — connected to a single audience and a single set of tools to publish, grow, and monetize.
As we approach $50M in annualized revenue and continue to grow almost 100% YoY, our rapidly growing product suite and incredibly strong brand position us for the next stage of hypergrowth.

This is an incredible opportunity to join a very fast-growing startup as a member of the company’s Customer Success team. As a Customer Success Manager (CSM), you will work with our enterprise customers to drive product adoption, customer satisfaction, growth, and retention.

This customer-facing role requires strong relationship management skills and technical knowledge. You will work with business leaders to understand their needs and map the company’s solutions to their goals. As a CSM, you will work with the customer throughout their entire lifecycle, from onboarding to ongoing support to renewal, while coordinating with internal teams to provide best-in-class support.

At the company, CSMs own their customer relationships, but the role doesn’t stop there. Every CSM also contributes to the success of the team and the business: building the processes, tools, and programs that help us scale. We look for creative, hungry people eager to take on work outside a traditional job description and who are AI-first. That means reaching for AI to work smarter, building their own workflows, and finding new ways to deliver more value to customers.

Candidates must be based in the U.S. and open to time zones.

Ideally, you will have

• 2+ years of experience in Customer Success, Account Management, or another client-facing role

• Excellent customer relationship management skills

• Strong communication, listening, writing, and time management skills

• Ability to problem-solve and resolve client issues quickly and efficiently

• Organized and reliable: able to work independently with little direction when necessary

• Genuine excitement about scaling a growing platform

• An ownership mentality

• Experience working in the email/newsletter space is a huge plus

• Hands-on experience using AI tools (e.g., Claude, ChatGPT, automation platforms) to streamline your work, such as building workflows, templates, dashboards or analyses

• A track record of taking on projects beyond your core role that made your team or company better

What you will be responsible for

• Manage a portfolio of enterprise customer accounts to foster long-term partnerships

• Onboard new enterprise customers to ensure they are set up for success

• Act as the main point of contact for any customer escalations and provide resolutions in a timely, proactive manner

• Understand customers’ businesses and goals and proactively provide strategic insights and recommendations to drive customer satisfaction, product adoption, and retention

• Deliver Quarterly Business Reviews to drive product adoption and customer satisfaction

• Become the customer advocate and help implement cross-functional initiatives across Sales, Marketing, Product, and Support

• Own team-wide initiatives, such as new playbooks, programs, process improvements, and enablement, that help Customer Success scale with the business

• Create, test, and share AI-powered workflows and tools that make you and the team more effective. You’ll present what you build and how it drives customer and business outcomes.

Why this role might be for you

• You're a strategic operator with hands-on executional chops.

• You're comfortable working in ambiguous, fast-paced environments.

• You're obsessed with customer outcomes and accelerating company growth.

• You're a clear, concise communicator and can develop cohesive, data-driven narratives verbally and in writing.

Why this role might not be for you

• Not a traditional 9-to-5 position

• Need to manage multiple priorities and stakeholders

• Not comfortable with rapid iteration and frequent context switching

• High expectations for both speed and quality

• Must navigate complex organizational dynamics

Why the company?

Our values aren't a poster on the wall — they're the bar. It’s how we operate, publicly and privately, and what we should return to when making decisions. That’s how we keep our team's momentum. That’s how we hire and keep A players.

The company’s core values

• There's no room for B players ⭐: the best makes everyone better.

• Maniacal sense of urgency ⚡: speed is our superpower.

• Say what you think with positive intent 💬: disagree openly and give hard feedback directly, with the intent to help someone improve.

• User-obsessed 🐝: every decision starts with one question: how does this add value for the user?

• Ego comes second, winning comes first 🏆: we're here to create the best outcome; the team comes before the individual.

We'll take care of you

• Competitive salary

• Stock options

• Health, dental, and vision insurance

• 401(k) employer match

• Unlimited PTO (mandatory 10 days per year minimum)

• Annual in-person team offsite

• Unlimited book budget

• Monthly Wellness Days (every third Friday of the month)