Customer Success Engagement Manager

Summary

Chariot is a SaaS company building a modern operating system for the moving industry. The Customer Success Engagement Manager will manage customer accounts, monitor health metrics, drive adoption, retention, and expansion, and support help desk, onboarding, training, billing, and payment-related activities.

Responsibilities

• Review customer health metrics daily and identify customers that are declining, stalled, or at risk
• Proactively reach out to at-risk customers to drive adoption and get them back on track
• Own a book of accounts and run regular check-ins to keep customers engage and using the product
• Run quarterly business reviews with “VIP” customers that reinforce value, and surface expansion opportunities (upsells, quarterly → annual conversions)
• Identify customers who have stalled in onboarding and re-engage them to complete setup
• Track and report on engagement trends across customer base
• Maximize business value of healthy customers by driving referrals and upsells
• Support the help desk on an as-needed basis, including a 1-week-per-month on-call rotation for after-hours/weekend coverage
• Respond to customer questions via help desk with fast SLAs
• Triage product questions and escalate appropriately while maintaining customer ownership
• Identify recurring issues and contribute to improved documentation and internal processes
• Help with billing and payment-related questions
• Occasionally run onboarding and training calls, support onboarding follow-ups and setup tasks

Skills

• 2-4 years in customer success, customer support, or account management role within a SaaS or technology company, ideally with ownership over renewals, retention, or expansion
• Experience working in the moving industry, ideally in a management, or operations-focused role, with a comfort working in software platforms
• 2+ years in an operations, account management, or client success role involving data-driven decision-making, proactive client communication, and ownership over a portfolio or set of outcomes
• Are driven about learning, growing your skillset, and advancing your career. You embrace the opportunities of working at a startup and find ways to make an impact without being asked
• Are comfortable working with data – you'll be able to look at a health score, spot what is declining, and what to do about it. You can think critically about how to improve data and systems to make yourself more effective
• Are a confident, proactive communicator. You don't wait for customers to reach out, you reach out first. You're not afraid to pick up the phone, text, and stay persistent to reach a customer
• Are highly organized and detail-oriented, with strong follow-through managing a full book of accounts without anything important falling through the cracks
• Comfortable working with small business owners and employees in a “blue-collar” industry
• Are flexible and low-ego – this is a small team, so you're willing to help with support tickets, billing questions, or other tasks when needed, even if it's not your main focus
• Are excited to deeply learn a complex product and become an expert in how moving companies operate
• This role is remote or hybrid if located in the NYC metro
• This role will also require **after-business hours** and weekend coverage for our Help Desk, one week per month or as needed
• Experience at an early stage startup (Seed, Series A)
• Experience with B2B SaaS products
• Experience supporting SMB customers (in the moving industry or another “blue-collar” industry)
• Familiarity with help desk systems (Zendesk, Intercom, etc.)
• Experience with HubSpot

Qualifications

Must Haves

• 2-4 years in customer success, customer support, or account management role within a SaaS or technology company, ideally with ownership over renewals, retention, or expansion
• Experience working in the moving industry, ideally in a management, or operations-focused role, with a comfort working in software platforms
• 2+ years in an operations, account management, or client success role involving data-driven decision-making, proactive client communication, and ownership over a portfolio or set of outcomes
• Are driven about learning, growing your skillset, and advancing your career. You embrace the opportunities of working at a startup and find ways to make an impact without being asked
• Are comfortable working with data – you'll be able to look at a health score, spot what is declining, and what to do about it. You can think critically about how to improve data and systems to make yourself more effective
• Are a confident, proactive communicator. You don't wait for customers to reach out, you reach out first. You're not afraid to pick up the phone, text, and stay persistent to reach a customer
• Are highly organized and detail-oriented, with strong follow-through managing a full book of accounts without anything important falling through the cracks
• Comfortable working with small business owners and employees in a “blue-collar” industry
• Are flexible and low-ego – this is a small team, so you're willing to help with support tickets, billing questions, or other tasks when needed, even if it's not your main focus
• Are excited to deeply learn a complex product and become an expert in how moving companies operate
• This role is remote or hybrid if located in the NYC metro
• This role will also require **after-business hours** and weekend coverage for our Help Desk, one week per month or as needed

Nice to Haves

• Experience at an early stage startup (Seed, Series A)
• Experience with B2B SaaS products
• Experience supporting SMB customers (in the moving industry or another “blue-collar” industry)
• Familiarity with help desk systems (Zendesk, Intercom, etc.)
• Experience with HubSpot

Benefits

• Unlimited vacation
• Significant equity
• Medical, dental, and vision insurance with comprehensive benefits
• 401(K)
• WFH equipment budget for remote employees
• Remote or hybrid work if located in the NYC metro