Customer Success Manager

This is not a classic Customer Success role .

You won’t be a support agent.

You won’t be an Account Executive.

And you won’t spend your days doing “check-in calls”.

You will become the main point of contact and trusted partner for our customers.

Your mission is to help customers adopt the product, become successful, stay happy with our product, and stay with us long term.

You’ll sit at the intersection of customers, product, support and sales , acting as the internal orchestrator who makes things move.

You’ll work closely with our Head of Product , who this role reports to directly.

This is a highly customer-facing, hands‑on role with real ownership and visibility inside the company.

What you’ll own

Customer onboarding & activation:

• Own onboarding for new customers
• Understand customer use cases and success criteria
• Ensure customers quickly reach value
• Help customers integrate and adopt our API successfully
• Reduce friction during onboarding

Customer support & technical coordination:

• Be the frontline point of contact for customers via Slack, email and calls
• Handle day‑to‑day customer requests and support tickets
• Troubleshoot first‑level issues
• Coordinate with Product and Engineering for technical escalations and bugs
• Keep customers informed and proactively follow up

Customer retention & churn prevention:

• Monitor customer health and identify churn risks early
• Build strong relationships with customers
• Understand customer pain points before they become problems
• Own retention outcomes and contribute to reducing churn

Product adoption & customer growth:

• Encourage product usage and adoption
• Help customers discover better ways to use Reverse Contact
• Identify expansion opportunities and collaborate with Sales when relevant
• Surface signals when a customer could benefit from additional usage or products

Voice of customer:

• Collect and structure product feedback
• Help Product prioritize improvements based on customer pain points
• Spot recurring issues, requests or blockers
• Become the internal advocate for our customers

Build customer success operations:

• Help improve internal playbooks and Customer Success processes
• Contribute to documentation and best practices
• Help us scale Customer Success in a smart way

What success looks like after 12 months

If you’re successful in this role:

• Customers onboard faster and reach value quicker
• Churn is reduced
• Customer relationships become stronger and more proactive
• Product adoption improves
• Support becomes more structured and scalable
• Customer feedback loops become clearer
• The company has a stronger Customer Success foundation
• You become a key contributor to how Reverse Contact scales customer experience

Must-have 3–6 years of experience in Customer Success within a B2B SaaS environment

Strong spoken and written English

Comfortable working with technical products and APIs

Able to understand: API documentation, JSON format, Webhooks, API testing basics

Experience onboarding and managing technical customers

Strong communication and relationship‑building skills

Structured thinker with strong ownership

Comfortable in a fast‑moving startup environment

Able to prioritize and orchestrate across multiple teams

Nice‑to‑have: Experience with API‑first products, Experience in data, enrichment, infrastructure or developer‑focused SaaS, Experience with low‑code / automation ecosystems, French speaking

What we’re NOT looking for

This role is probably not for you if:

• You are a pure support profile with little ownership mindset
• You prefer highly corporate environments with large structures
• You need heavy processes already in place to operate
• You are uncomfortable speaking with technical customers
• You dislike ambiguity or hands‑on execution
• You see Customer Success only as relationship management without accountability

We’re looking for someone who likes to own problems, coordinate people, push things forward, and make customers successful.