Customer Success Manager

Beeline Loans•Providence, RI

12d•Remote

About The Position

About MagicBlocks MagicBlocks is the AI sales agent that runs every day for NASDAQ-listed Beeline, Waterbom Bali, and 19 other operators across mortgage, insurance, auto, home services, fintech, and tourism. Sub-5-second response. 24/7 coverage. SOC 2 Type II and ISO 27001. Built by operators. Jay Stockwell — $200M+ in leads generated, co-founder of Beeline. Sean Clark — 15+ years building production systems, built Bob, the mortgage industry's first AI sales agent. We're growing the team. This is our first US Customer Success hire. The role You're the person who takes a new MagicBlocks customer from “we just signed” to “this is converting leads better than any rep we've ever had.” Onboarding. Performance tuning. The ongoing relationship after launch. The signal back into product. You'll own a portfolio of customers in regulated, high-stakes industries — mortgage brokers, insurance agencies, dealerships, home-services operators. They don't tolerate AI that breaks under pressure. They expect their agent to make a number. Your job is to make sure it does.

Requirements

3–5 years in customer success or onboarding at a B2B SaaS company. Not a generalist account manager. You've owned a book of business, and you know what good looks like.
You've worked with a sales-led product before. You understand that customers paid for outcomes, not features, and you measure your work by their results.
You can read a conversation and tell us what's wrong. This is the rarest skill on this list. If you've built support workflows, sales playbooks, or conversation flows before — even in a previous life — that's the muscle we want.
You're comfortable with a CRM and an integration. Bonus if you've worked inside HighLevel, HubSpot, or Salesforce. Double bonus if you've helped stand up Twilio or Calendly integrations.
You write well. Customer emails. Internal updates. QBR decks. We're a small team — your writing is part of the product experience.
You're calm under pressure. Our customers' livelihoods run on this. When something goes sideways, the customer needs to feel like the adult in the room is on their side. That's you.

Nice To Haves

You've worked in mortgage, insurance, auto, home services, fintech, or another high-intent lead category before.
You've helped ship onboarding playbooks at an early-stage startup (10–50 people).
You have an opinion on why most AI projects never make it to production — and what to do about it.

Responsibilities

Onboarding & launch: Take the customer from signed contract to live, converting agent — fast. You'll run the kickoff, gather the source-of-truth content (products, pricing, qualification rules, FAQs), coordinate the CRM integration, and stand the agent up before the customer's enthusiasm cools off. Most operators should be live in 7–14 days. That's on you.
Ongoing customer success: Carry a portfolio of accounts post-launch. Health-check them. Run the quarterly business reviews. Catch the early signals when an account is drifting before it shows up in the renewal forecast. Bring the founders into a conversation when the moment calls for it.
Performance optimization: Get inside the agent's conversations, read transcripts, find where qualification is stalling or where the playbook is leaving deals on the table — and tune it. You'll work directly with the customer on prompt language, qualification logic, channel choice, and handoff timing. Their conversion number is your scoreboard.
Voice of customer: Be the loop between what customers actually need and what we build next. Patterns in support requests, repeated feature asks, where the agent surprises us, where it falls short — all of it comes back through you. Direct line to product and engineering. No middle layer.