Customer Success Manager

We're looking for a Senior Customer Success Manager to own the post-sale relationship for our enterprise and mid-market accounts. You'll be the strategic partner our customers rely on to drive adoption, realize value, and grow their partnership with Prophetic Software. This is a high-impact role on a small, fast-moving team — you'll shape how we do customer success, not just execute a playbook.

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, surfacing product feedback, escalating blockers, and influencing the roadmap; Contribute to building out CS playbooks, onboarding templates, and team processes

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; Candidates must be authorized to work in the United States without current or future sponsorship

Nice to have

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

Benefits

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; Budget for intra-office travel; 2–3 annual team meetups in person