Source Job

• Collaborate with customers to understand their goals and help them maximize the value of the Respond.io platform
• Assist customers during the onboarding process, ensuring a positive and smooth experience
• Develop and maintain strong relationships with both internal and external stakeholders

Respond.io, founded in Hong Kong in 2017, is an AI-powered business messaging platform that helps companies manage customer conversations across chat, calls, and email in one place. They operate as a globally distributed team with employees based around the world, contributing to a diverse and inclusive culture.

• Own onboarding processes, documentation quality, and success planning
• Review calls and provide actionable feedback
• Manage a small portfolio of high-impact customers

Our client is building the future of AI-powered business communication, helping companies replace manual workflows with intelligent AI agents across voice, chat, and messaging. They work closely with enterprise staffing and workforce organizations, embedding AI directly into ATS and CRM systems to drive real operational impact.

• Manage a high volume of customers using one-to-many communication strategies.
• Monitor churn risk through behavioral signals and health scores; deploy automated renewal readiness campaigns.
• Identify product-qualified leads and usage-based expansion opportunities, triggering in-app messages and emails.

Optro is a leading audit, risk, ESG, and InfoSec platform used by over 50% of the Fortune 500. They are known for their award-winning technology and customer satisfaction, and have been recognized as one of the fastest-growing tech companies in North America for seven years running.

• Own key customer relationships to drive measurable business outcomes and expand footprint.
• Lead new customer onboarding and drive product adoption, while monitoring health metrics.
• Identify and capitalize on expansion opportunities aligning with customer goals to maximize LTV.

Localize's platform helps over 700 companies automate the translation of their web and mobile applications. They are a fully remote team of around 30 people and offer a culture with an emphasis on work-life balance.

• Lead and develop managers and individual contributors across Customer Success, Support, and Onboarding.
• Own the end to end customer journey from onboarding through renewal and expansion, ensuring a seamless and high quality experience.
• Drive renewal and expansion strategy to maximize net revenue retention and minimize churn.

EasyLlama transforms the HR compliance industry with engaging training solutions for the mobile-first generation, helping employees build safer workplaces. With over 5,000 clients, including brands like Shake Shack and WeightWatchers, they have a culture of collaboration and innovation.

• Lead and scale a regional pod that covers all CS segments in APAC.
• Be accountable for regional retention outcomes, and team health.
• Partner with cross-functional leaders to remove blockers and improve the APAC customer experience.

Remote is solving modern organizations’ challenge of navigating global employment compliantly. Their team works asynchronously around the world and encourages every member to bring their talents, experiences and culture to the table to help them build the best-in-class HR platform.

• Master AI agents, automations, integrations, and analytics
• Own onboarding, adoption, and expansion lifecycle
• Configure AI agents across voice, chat, and messaging

The client is a fast-growing company in the AI-powered business communication space, helping organizations replace manual workflows with intelligent AI agents across voice, chat, and messaging. They partner with enterprise staffing and workforce organizations, embedding AI agents directly into ATS and CRM systems to drive automation, efficiency, and scale.

• Lead and develop a high-performing CSM team, managing and mentoring Customer Success Managers across strategic Enterprise accounts.
• Build scalable CS programs, processes, and playbooks for onboarding, adoption, renewal, expansion, and risk mitigation.
• Serve as a senior voice of the customer across Product, Engineering, Design, Marketing, and Support, translating insights into opportunities.

Descript is building a simple, intuitive, fully-powered editing tool for video and audio — an editing tool built for the age of AI. They are a team of 150 with backing from investors like OpenAI and Andreessen Horowitz; they are building a team rich in diverse backgrounds, experiences, and opinions.

• Own and grow a portfolio of 25 or more mid market enterprise customers, guiding them from go live through long-term value realization
• Serve as a trusted advisor to executive sponsors, aligning AI-driven solutions to strategic business outcomes
• Drive adoption, engagement, and expansion of the Moveworks AI Assistant across ServiceNow workflows

Moveworks, now part of ServiceNow, is redefining how work gets done. Together, they combine Moveworks’ industry-leading AI Assistant with ServiceNow’s world-class workflow platform to deliver instant, intelligent support across IT, HR, Finance, and beyond.

• Redefine the first 90 days of the customer journey.
• Slash Time-to-Value and boost team morale.
• Build a department that serves as the bedrock for long-term customer retention.

Steer offers a suite of software tools for today's automotive repair shop, combining software tools needed to run a highly profitable shop into one platform. They have launched a complete Customer Relationship Management (CRM) marketing suite and acquired AutoOps in August 2024.

• Lead the Enterprise Customer Success team, focusing on adoption, retention, and expansion of strategic accounts.
• Engage directly with Enterprise clients at key moments in their journey (strategic renewals, risks, expansion opportunities).
• Build and scale processes that ensure predictability, efficiency, and excellence across the Enterprise customer journey.

Doctoralia, a Docplanner Group company, operates the largest healthcare platform worldwide, serving over 55 million patients and processing more than 15 million appointments monthly across 13 countries. With over 2 million healthcare professionals and 10 million patient evaluations, they aim to improve people's health through their marketplace and SaaS solutions.

• Lead, coach, and hold a team of Customer Success Managers accountable to performance expectations
• Drive customer retention by monitoring churn signals and implementing proactive engagement strategies
• Execute expansion strategies in partnership with go-to-market teams to contribute to NRR targets

Qualio is a unified quality and compliance management platform that helps regulated organizations get products to market faster with reduced risk. The Qualio team is all-remote, and currently distributed across North America, Europe and Australia.

• Partner with the VP of CS to develop and execute a Customer Success strategy.
• Drive outcomes across retention, renewals, NRR, customer satisfaction, and customer growth.
• Build, implement, and continuously improve scalable Customer Success processes.

Radiation Detection Company (RDC) is scaling, and Customer Success is a critical driver of retention, growth, and long-term customer value. They support hospitals, enterprise customers, and other high-value accounts in a regulated, mission-critical environment.

• Own and manage a portfolio of SMB and mid-market accounts.
• Proactively monitor account health signals and take action to reduce churn risk.
• Identify and drive commercial expansion opportunities.

Remote People is building the infrastructure to power borderless teams. By handling global payroll, benefits, taxes, and compliance, its technology enables businesses to hire anyone anywhere compliantly at the push of a button. They are committed to building a global, diverse team representing different and varied backgrounds, perspectives, and experiences.

• Manage a portfolio of school and district accounts, ensuring strong communication and a high-quality partner experience.
• Drive retention and renewals by identifying risks early and implementing action plans.
• Develop scalable Customer Success playbooks, workflows, and reporting frameworks.

Braintrust Tutors partners with schools and districts to deliver high-impact K–8 academic intervention. They focus on exceptional instructional talent and strong operational execution to support student progress in complex, high-stakes school environments.

• Manage a book of approximately 50 of our largest and most strategic global Enterprise accounts.
• Ensure a seamless customer experience throughout the entire life cycle - from onboarding through engagement and renewal.
• Proactively drive customer adoption and mitigate retention risk.

Articulate provides solutions for creating engaging and interactive e-learning courses. While the job posting does not specify company size, Articulate values diversity and is committed to fostering an inclusive environment.

• Lead and develop a team of CSMs and Support Specialists.
• Own the full post-sale customer lifecycle.
• Establish and iterate on scalable CS playbooks.

Popl is defining a new category we call In-Person Go-To-Market. We help revenue teams turn real-world interactions — trade shows, conferences, field events, and meetings — into measurable pipeline and revenue.

• Own NRR, retention, and onboarding outcomes across the Customer Success organization.
• Build and scale CS through AI, automation, and systems thinking.
• Design and evolve engagement models across customer segments.

Customer.io's platform allows over 7,500 companies to send billions of emails, push notifications, in-app messages, and SMS every day. They power automated communication, helping teams send smarter, more relevant messages using real-time behavioral data; they value empathy, transparency, and action.

• Own the health and retention (90%+) of our mid-market customer portfolio, managing relationships through a combination of high-impact touchpoints and systematic engagement
• Build the scaled success motion from scratch—develop playbooks, automated campaigns, and engagement frameworks that can grow with the business
• Monitor account health and usage patterns to identify risks and expansion opportunities, then execute targeted interventions to drive outcomes

Runway is building AI to simulate the world through merging art and science. The team consists of creative, open minded, caring and ambitious people who are determined to change the world.

• Drive adoption, retention, expansion, and satisfaction for our scaled customer base.
• Identify gaps, design scalable solutions, and execute programs that drive customer success at scale.
• Ensure on-time renewals and accurate renewal forecasting across assigned accounts.

Nearmap is an Australian-founded, global tech pioneer innovating in location intelligence. They provide high-resolution imagery and insights, helping customers create meaningful change and propel industries forward.