Senior Customer Success Manager

Senior Customer Success Manager

At SearchStax, our Senior Customer Success Managers (CSMs) are embedded in the heart of our customer relationships. This role is focused on understanding our partner and customer's unique needs and use cases, helping them realize the full value of our platform, and turning that value into measurable outcomes and compelling advocacy.

CSMs build deep, trusted relationships across all levels of the organizationfrom day-to-day users to executive sponsors. You'll navigate account dynamics, uncover business goals, develop account plans, and proactively manage risk while driving product adoption and long-term success for our direct customers and partners.

You will help customers articulate and quantify the business value of our solutions, tell their stories, and become advocates. Internally, you will collaborate closely with Product, Sales, and Support to align on customer priorities, contribute to scalable processes, and bring the voice of the customer to life.

As part of a growing start-up, you'll play a foundational role in building the muscle of Customer and Partner Successmentoring teammates, shaping workflows, and helping us scale with excellence.

You are naturally curious to learn about our customers and partners, their industries, their use cases and feel comfortable driving discussions with various stakeholders to build your knowledge.

As part of an early-stage startup team, you'll manage a dynamic portfolio of partners / customers ranging from Mid-Market to Enterprise, each with varying ARR levels and strategic needs.

If you thrive at the intersection of customer insight, strategic execution, and value deliverywe'd love to meet you.

What You Will Do

Deeply understand customer goals, use cases, and success metrics through ongoing discovery

Build trusted relationships with both daily users and executive stakeholders

Lead and manage the onboarding process, ensuring clear expectations, a smooth rollout, and early product adoption milestones

Guide customers through value realizationhelping them articulate, document, and quantify the impact of our solutions

Develop strategic account plans that align to business outcomes and support long-term growth

Identify and mitigate risk by proactively creating and managing project-level risk plans

Facilitate regular success check-ins and strategic business reviews

Collaborate with Product, Sales, and Support to ensure alignment and advocate for customer needs

Drive meaningful business reviews or related customer activities to drive strategic discussions and ensure alignment between SearchStax and customers' leadership

Support and mentor other CSMs by sharing best practices, processes, and insights

Surface opportunities for expansion, renewals, and cross-sell through partnership and insight

Identify, develop, and amplify customer success stories and advocates

Actively contribute to building a high-performance, scalable Customer Success function in a start-up environment

Partner with Account Managers / Account Executives / Technical Account Managers to build long-term strategies with customers

Establish relationships with Partners to influence adoption and business value for end customers

What You Must Have

6+ years in a Customer Success, Account Management, or Strategy role with enterprise or mid-market customers

Inherently technical and curious with a strong aptitude to learn our products and related ecosystems

Proven experience helping customers quantify business value and deliver measurable outcomes

Track record of managing account plans, identifying risk, and driving mitigation strategies

Experience mentoring or coaching peers within a customer-facing team

Skilled in customer storytelling, executive communication, and success planning

Familiarity with SaaS, cloud technologies, and ideally digital experience platforms

Experience working cross-functionally with Product, Sales, and Support teams

Bachelor's degree in Business, Communications, or a related field preferred

Prior exposure to search, database, cloud, and infrastructure technology is a plus

The ability to act with a high level of autonomy and leverage resources based on customer needs

Customer & Account Management Skills

Consultative mindset with strong discovery, listening, and value articulation skills

Excellent relationship-building and stakeholder management across all levels of an organization

Strong communication and storytelling abilitiesboth written and verbal

Strategic thinking combined with tactical executionable to zoom in and out

Comfort with ambiguity, change, and startup velocity

Strong sense of ownership, proactive mindset, and accountability for outcomes

Cross-functional collaborator who thrives in a team-first environment

Natural mentor with a passion for coaching and elevating peers

What's In It For You

Remote-First : We're a diverse team spanning the United States and India, with a collaborative workspace in Los Angeles, CA.

Competitive Compensation & Stock Options : We want you to share in our success. As a team member, you'll have the chance to become a shareholder.

401k Match : We offer a 4% match on 401k contributions to help you save for the future.

Healthcare Benefits : Your health matters! We've got you covered with comprehensive medical, dental, and vision plans. Best of all, we foot the bill for 100% of employee-only premiums.

Paid Time Off : We value work-life balance. We offer flexible vacation time and paid holidays.

Exciting Growth Opportunities : We are building cutting-edge open source and cloud technology. There is no shortage of opportunities to innovate and grow your career.

Pay Transparency

Base Salary : This position offers a base salary range of $140,000 to $170,000 annually, with an additional annual incentive target of up to 20% of your base compensation. Compensation package offered may vary depending on skills, experience, job-related knowledge and location.

Salary Structure : Our salary ranges are determined by market analysis and are designed to evolve with job performance over time.

Additional Benefits : Beyond base salaries, SearchStax employees enjoy a comprehensive benefits package, with potential for equity and performance-based bonuses.

We work hard to present an equitable and fair offer. We look at the candidate's knowledge, skills, and experience, along with their compensation expectations and align that with our company equity processes to determine our offer ranges. Each we review company performance and may grant discretionary bonuses to eligible team members.

Additional Information

We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that SearchStax upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company.

SearchStax is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.