Customer Success Manager

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Swooped
United States, US
  • Hardware
  • FullTime
  • Applications have closed

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking “Apply” takes you to Swooped to review the role and hiring company details.

About Our Client

High velocity, high intensity, high trust, high bar, high impact, and a will to win. If those words resonate deeply, this could be the next career move. The organization is seeking someone who leads with humility, pursues audacious goals, and is motivated by meaningful impact on people and the world.

Our client’s core mission is to help more people get to better jobs faster and cheaper, with a specific focus on those facing barriers to opportunity. This work helps resolve the growing issue of economic inequality, ensuring that no one is left behind in the future of work. An AI-powered platform brings efficiency and insight to workforce development, replacing outdated systems and unlocking human potential at scale.

Key Responsibilities

  • Build Deep Relationships: Develop and maintain strong relationships with key stakeholders in assigned customer accounts. Act as a primary point of contact and build trust through timely and proactive communication.

  • Provide Comprehensive Support: Take ownership of key stages in the customer journey from implementation to ongoing support and success. This role will be instrumental in positioning partnerships for renewal and expansion and will work cross-functionally to achieve objectives, leveraging support from teammates across Customer Success, Growth, Product, and Engineering.

  • Drive Platform Adoption: Provide guidance to customers to help them achieve their objectives while using the platform, whether they are looking to promote job seeker upskilling and employment, create capacity for workforce staff, help employers address talent shortages, or build more collaborative workforce ecosystems.

  • Cultivate Product Expertise: Develop a deep understanding of the products and stay updated on new features and enhancements. Serve as a subject matter expert and provide guidance to customers on best practices, product utilization, and customization. Host calls with customers to gather feedback on features and enhancements in development.

  • Identify Renewals and Upsell Opportunities: Proactively identify opportunities for customer renewals and upsells. Work closely with the sales team to drive customer expansion and revenue growth.

  • Represent the Voice of the Customer: Play a vital role in shaping the organization’s product roadmap and domain expertise by thoroughly understanding current and future customer requirements. Advocate for customer needs and requirements internally, ensuring that their feedback is not only heard but also acted upon.

Required Qualifications

  • Proven ability to manage customer relationships and build long-term trust with key stakeholders.
  • Track record of solving complex problems with structured thinking and a focus on outcomes.
  • Experience leading customer meetings and communicating clearly with executives, staff, and technical teams.
  • Background in managing multiple projects at once, keeping timelines, deliverables, and stakeholders aligned.
  • Exposure to strategic planning, connecting daily work to broader customer and business goals.
  • Experience handling sensitive conversations in a way that balances empathy with accountability.
  • Ability to create effective presentations that simplify complex ideas for a range of audiences.

Preferred Qualifications

  • Comfort interpreting data and metrics to surface insights that inform adoption, renewals, and product feedback.

Tech Stack for Customer Success

  • Product Comms: Intercom
  • Internal Comms: Slack, Canny, Clarify, Miro
  • Design: Lovable, Figma, Canva
  • Analytics: Heap, Looker

Location

This role is remote in the US. The team is based in New York City and those located close to the office are welcome to come in on a hybrid schedule to the office.

Travel Expectations

Although this role is remote, travel up to once per quarter may be expected.

Compensation

The base salary range for this role is $80,000 – $120,000. This range reflects the varying levels of expertise and responsibilities that will be determined through the interview process, based on applied experience and other criteria established by the hiring committee.

Company Snapshot:

  • Team: 30-50 across US and Canada
  • Customers: Workforce development agencies and intermediaries, government agencies, employers
  • Industry: SaaS/AI technology
  • Funding: Bootstrapped 0-1, then raised funding led by JP Morgan
  • Structure: Growth, Customer Success, Product, Engineering, Data, People & Culture, Finance & Operations

Core Principles

  • Be Curious
  • Drive to Outcomes
  • Raise the Bar
  • Speed Matters
  • Own It
  • We Over Me
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