Customer Success Manager

Prophetic Technologies Inc • Portland, OR

20d

About The Position

Prophetic Software is hiring a Senior Customer Success Manager to own post-sale relationships with enterprise and mid-market accounts. The role serves as a strategic partner to customers, driving product adoption, value realization, renewals, and account growth. As part of a small, fast-moving team, the manager will help shape the company’s customer success approach and build its processes and playbooks.

The position works with customer champions, economic buyers, and executive stakeholders, and collaborates internally with Account Executives and product teams. The role may be remote, hybrid, or in-office at the company’s Portland, Oregon headquarters, and requires travel of up to 25% to customer sites, QBRs, and events. Applicants must be authorized to work in the United States without current or future employment visa sponsorship.

Requirements

• At least 2 years of Customer Success, Account Management, or related post-sale experience at a B2B SaaS company.
• Experience owning a book of business and supporting renewal processes.
• Comfort leading quarterly business reviews and building relationships with day-to-day customer stakeholders.
• Data-driven approach, including using health metrics, usage data, and renewal forecasts to prioritize work.
• Exceptional written and verbal communication skills, including the ability to explain complex concepts simply.
• Ability to manage 15–25 accounts simultaneously with strong organizational skills.
• Ability to travel up to 25% to customer sites, QBRs, and events.
• Must be authorized to work in the United States without current or future employment visa sponsorship.

Nice To Haves

• Experience in AI/ML software, healthcare technology, fintech, or a similar relevant industry.
• Familiarity with tools such as HubSpot, Slack, or Notion.
• Startup or scale-up experience and comfort with ambiguity and building from scratch.

Responsibilities

• Own a portfolio of enterprise and mid-market accounts from onboarding through renewal and expansion.
• Build relationships with customer champions, economic buyers, and executive stakeholders.
• Create success plans aligned with customers’ business objectives to drive product adoption.
• Lead quarterly business reviews and executive check-ins to demonstrate return on investment.
• Monitor account health scores, product usage signals, and risk indicators, and proactively intervene to prevent churn.
• Identify and close expansion opportunities in partnership with Account Executives.
• Represent the voice of the customer internally by sharing product feedback, escalating blockers, and influencing the product roadmap.
• Help develop customer success playbooks, onboarding templates, and team processes.

Benefits

• 100% medical, dental, and vision insurance coverage for the employee; 30% coverage for dependents.
• Competitive salary and meaningful early-stage equity.
• Unlimited PTO.
• Hybrid/remote stipend.
• In-office snacks, drinks, coffee, ping-pong table, and other perks.
• Budget for intra-office travel.
• Two to three annual in-person team meetups.

What This Job Offers

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