Customer Success Manager

Cephable • Wilmington, MA

20d

About The Position

Cephable is establishing customer success as a dedicated function as its enterprise customer base and pilot activity grow. The Customer Success Manager owns the customer experience after a prospect agrees to proceed, from launching and delivering pilots to supporting adoption, maintaining customer health, and identifying opportunities for growth. This is a hands-on builder role with direct access to leadership and engineering and input into the tools, processes, and structure of the growing function. The work ranges from strategic conversations with customer executives to hands-on deployment issue resolution. Sales owns all commercial conversations, including pricing, pilot-to-paid conversion, renewals, and expansion deals. This role owns delivery, adoption, and relationship health, and carries no quota or commission.

Requirements

• Five or more years of experience in B2B software in customer success, implementation, or solutions consulting.
• Hands-on ownership in an early-stage or high-growth environment.
• Experience running enterprise pilots or deployments from kickoff through readout, including successfully recovering at least one troubled pilot or deployment.
• Comfort working with customer IT and security teams on rollout, device management, and data handling.
• Strong follow-through, including consistently managing dates, owners, and next steps.
• Ability to assess customer relationships and distinguish temporary busyness from disengagement.
• Clear, professional communication with executives and end users.
• Willingness to take ownership and balance strategic work with hands-on execution and judgment.

Responsibilities

• Own enterprise pilot programs end to end, including agreeing on success criteria and timelines, coordinating with customer IT and security teams, deploying Cephable, tracking progress, and leading readouts.
• Manage day-to-day relationships with existing customers, including adoption, account health, and customer value.
• Serve as the first point of contact for customer issues and stakeholder concerns; resolve issues where possible, involve engineering when needed, and keep customers informed.
• Identify relationship risks early and bring them to leadership with a recommended response.
• Recognize account expansion signals and pass them to sales with relevant context.
• Document and develop a repeatable pilot and onboarding program that can scale with the customer base.
• Contribute to the tools, processes, and structure of the customer success function as it grows.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed