Customer Success Manager

Oceans

25d • $65,000 - $85,000 • Remote

About The Position

The Customer Success Manager lays the foundation for successful Client/Talent partnerships and supports both parties throughout the partnership lifecycle. The role designs and guides clients through customized onboarding, checks in to advise on collaboration best practices and document partnership health, and addresses misalignment to improve mutual satisfaction and prevent service-level churn. The position serves as a facilitator and cultural translator between clients and talent.

This is a full-time, fully remote position open to applicants in the US. The salary range is $65,000–$85,000. Benefits information and details about the compensation range are provided during the offer process.

Requirements

• Demonstrated ability to manage relationships and act as a trusted, expert partner to clients.
• Ability to clearly manage expectations, address outsized expectations, and guide clients toward productive working behaviors.
• Strategic judgment and ability to collaborate across teams to recommend solutions that serve client and business needs.
• Dynamic problem-solving skills, including designing customized solutions for complex partnership needs.
• Cross-cultural understanding and ability to identify hidden misalignment and maladaptive working patterns.
• Ability to work with and serve people from diverse backgrounds in an inclusive manner that supports individual and collective dignity.
• Understanding of client needs, particularly those of early-stage startup founders seeking operational and business-process support, and of proactive talent.

Nice To Haves

• Previous experience working with founders in any capacity, or experience as a founder.
• Previous experience in a Customer/Client Success or Account Management role at a fast-moving startup.
• Exposure to the outsourcing industry.

Responsibilities

• Facilitate calls with clients and talent in the early stages of their partnership to establish ways of working and align expectations.
• Manage client dissatisfaction and partnership misalignment toward productive outcomes.
• Maintain partnership support and tracking infrastructure, including HubSpot, Slack, Gemini, Claude, and Google Sheets.
• Represent the Client/Talent Partnership in the internal development process.
• Tactically advise clients on how to use the services and support healthy working relationships, including through difficult conversations.
• Work with Internal Talent Success and Training Teams to share insights and support talent performance.

What This Job Offers

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