US Customer Success Manager

About the Client

Our client is an innovative AI-powered SaaS company specializing in social video intelligence. Their platform helps global brands cut through algorithm complexity by uncovering trends on platforms like TikTok before they fully emerge. By leveraging advanced machine learning, they provide deep insights into the content shaping audience behaviors, beliefs, and purchasing decisions.

About the Role

We're looking for a high-touch, strategic Customer Success Manager to own relationships with our mid-market and enterprise clients. This role blends onboarding, proactive engagement, expansion, and support - acting as both an advisor to our clients and a connector across Sales, Product, and Tech. You'll ensure clients see measurable value in our platform while driving renewals, upsells, and account growth.

What You Do

Onboarding & Enablement

• Lead new client onboarding: kickoff calls, account/org setup, permissions, board creation, and training.

• Build and maintain custom dashboards/boards tailored to client needs.

• Prepare and deliver training materials, walkthrough videos, and onboarding resources.

• Ensure client users are trained, engaged, and set up for success.

Client Engagement & Health

• Run monthly and biweekly office hours for each client and their subgroups (3 avg), with full prep, usage review, and recaps.

• Conduct health review and renewal calls, prepare decks, and deliver client success plans.

• Monitor client usage (Hotjar, dashboards) to spot adoption gaps or risks.

• Send proactive outreach (weekly tailored notes) highlighting trends, industry news, or client-specific insights.

Support & Troubleshooting

• Respond to client inquiries via email; provide fast, clear, and complete support.

• Create custom video walkthroughs for workflows, features, and updates.

• Triage and resolve technical issues (e.g., account connections, exports, access issues).

• Log and track bug reports and feature requests, ensuring updates are shared back to clients.

Product Communication

• Send weekly product release notes and updates to clients.

• Ensure clients are informed about new features, trends, and reports (e.g., CEW reports, VMI beauty updates).

• Translate product changes into clear, actionable client communications.

Account Expansion & Growth

• Identify upsell opportunities: additional boards, processing capacity, or new modules.

• Expand footprint within orgs (e.g., from single team to enterprise-wide).

• Partner with Sales on renewals, proposals, and expansion deals; contribute to account strategy.

• Prepare proposals, one-pagers, and expansion decks.

Internal Alignment & Operations

• Act as the bridge between clients and internal teams (Sales, Product, Tech).

• Share client feedback, health status, risks, and upsell opportunities with leadership.

• Maintain clean datasets, board hygiene, and client org setup.

• Contribute to internal documentation, training playbooks, and CS best practices.

What You Bring

• 3–5+ years in Customer Success, Account Management, or Client Services in SaaS / Tech / AI Company.

• Must be comfortable in a fast-moving, startup culture where processes change quickly.

• Experience managing enterprise and mid-market accounts with multiple stakeholders.

• Strong communication and relationship-building skills. Comfortable presenting to executives and end-users alike.

• Organized, detail-oriented, able to juggle multiple client accounts and subgroups.

• Tech-savvy: comfortable with SaaS tools, dashboards, and workflows.

• Nice to Have: Understanding of social video platforms like TikTok.

• Bonus: Experience with social intelligence, analytics, or marketing SaaS.

• Work Schedule: Flexible: Candidate can choose between 8:00 AM to 4:00 PM Eastern Time or 9:00 AM to 5:00 PM Eastern Time, Monday to Friday. Some occasional flexibility may be required based on client time zones.

Hiring Process

We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey

What You'll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you'll find an environment that nurtures learning and provides opportunities for growth. You'll have the opportunity to make an impact on fast-growing startups and dynamic companies.

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.

• Employee as our biggest asset: We are genuinely invested in our people's career and welfare.

• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.

• Powering global startups: We've created 1,400 Filipino jobs that empower global start-ups to focus on growth.