prophetic-technologies - Customer Success Manager
Requirements
• 2+ years of Customer Success, Account Management, or related post-sale experience at a B2B SaaS company • Experience owning a book of business and supporting renewal processes • Comfortable leading QBRs and building relationships with day-to-day stakeholders • Data-driven: you use health metrics, usage data, and renewal forecasts to prioritize your work • Exceptional written and verbal communication; you can explain complex concepts simply • Ability to manage 15–25 accounts simultaneously with strong organizational skills • Ability to travel up to 25% to customer sites, QBRs, and events • Experience in [relevant industry, e.g., AI / ML software, healthcare tech, fintech] • Familiarity with tools like HubSpot, Slack, or Notion • Experience at a startup or scale-up; comfort with ambiguity and building from scratch
Responsibilities
• Own a portfolio of enterprise and mid-market accounts end-to-end — from onboarding through renewal and expansion • Build deep relationships with champions, economic buyers, and executive stakeholders • Drive product adoption by creating success plans tied to each customer’s business objectives • Lead quarterly business reviews (QBRs) and executive check-ins that demonstrate ROI • Monitor health scores, usage signals, and risk indicators; proactively intervene before churn • Identify and close expansion opportunities in partnership with Account Executives • Serve as the voice of the customer internally — surface product feedback, escalate blockers, and influence the roadmap • Contribute to building out CS playbooks, onboarding templates, and team processes
Benefits
• The team. Wide expertise, sharp, low ego, and genuinely fun to work with. We have each other's backs and we celebrate wins together. • Real ownership and impact from day one. Our customers make million-dollar decisions on our platform. Your work matters immediately. • AI-native product and AI-native workflows. Every team — engineering, sales, operations — runs on AI tooling daily. • Founder-led transparency. Leadership shares the financials, the strategy, and the hard calls with the whole team. • High growth, high demand. The product works, customers love it, and we are hiring to keep up. No shortage of opportunity here. • Flexibility. Remote, hybrid, or in-office with a great Portland, OR headquarters. • Self-starters who thrive in ambiguity. We're a startup. If you need someone to tell you what to do every morning, this isn't the place; if you come alive solving hard problems with smart people, it is. • 100% medical, dental & vision insurance coverage for you; 30% coverage for dependents • Competitive salary and meaningful early-stage equity • Unlimited PTO • Hybrid/Remote stipend • In-office perks: snacks, drinks, coffee, ping-pong table, and more — plus cuddles from Olive, our in-office Doberman! • Budget for intra-office travel • 2–3 annual team meetups in person • These four themes are how we think, build, and lead: • Truth — Say the hard thing. We speak plainly, flag problems early, and share what's actually going on. • Precision — Sign your name to it. Our customers make million-dollar decisions on our data. We get the details right. • Velocity — Speed compounds. Waiting doesn't. We ship daily and launch features every two to three weeks. • Ownership — Own it, then solve it. We own outcomes, not tasks. If something's broken, we fix it.
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