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Customer SuccessPosted recently
Customer Success Lead
Remote
Full-time
$100K - $130K
Customer Success
About the Role
As Customer Success Lead, you will be the trusted advisor for our most important customers -- agencies and enterprise accounts managing dozens of Instagram profiles. Your job is to ensure they get maximum value from ShadowPhone, reduce churn, and drive expansion revenue.
What You Will Do
- Manage relationships with agency and enterprise tier customers
- Onboard new high-value customers and ensure successful setup
- Conduct regular business reviews and proactive check-ins
- Identify upsell and expansion opportunities
- Gather and synthesize customer feedback for the product team
- Create success playbooks and training materials
- Resolve escalated support issues and coordinate with engineering
Requirements
- 3+ years in customer success, account management, or similar role
- Experience with SaaS B2B customers, ideally at a growth-stage startup
- Strong communication skills and executive presence
- Ability to understand technical products and explain them simply
- Experience with CRM tools and customer health scoring
- Self-starter comfortable working autonomously in a remote environment
Nice to Have
- Experience in social media marketing or automation
- Knowledge of Instagram growth strategies
- Experience managing agency relationships
- Technical aptitude -- ability to debug basic setup issues
Benefits & Perks
Remote-first with flexible hours
Competitive salary + equity
4-day work week
Unlimited PTO
Health, dental, and vision insurance
$200/month wellness stipend
Professional development budget
Annual team retreats
Interested in this role?
Send us your resume and a brief note about why you are excited about this position. We review every application personally.
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