Customer Success Manager

About the role

Join a fast‑growing SaaS startup as its first dedicated Customer Success Manager. You will own the end‑to‑end customer journey, from the initial sales conversation through onboarding and long‑term support, helping shape the function as the business scales.

Key responsibilities

• Conduct initial sales calls with prospective customers, understanding their needs and presenting the product.
• Lead onboarding for new customers, ensuring they are set up for success from day one.
• Act as the primary point of contact for clients, collaborating with developers to resolve technical or product issues.
• Develop processes and an FAQ resource during quieter periods, enabling customers to help themselves.

Required profile

• Experience in a customer‑facing role, preferably with sales or onboarding elements.
• Ability to grasp technical concepts quickly and act as a bridge between customers and developers.
• Self‑managed, comfortable working without close supervision.
• Background in a startup environment where priorities can shift rapidly.
• Based in Cambridge and willing to work US hours, or already based in the US.
• Proactive, hands‑on attitude, ready to build processes from scratch.

Required skills

• No specific technical skills listed in the posting.

What we offer

• Opportunity to shape the Customer Success function from the ground floor.
• Close collaboration with the founder and direct influence on company growth.
• Varied daily tasks ranging from sales calls to process building.