Customer Success Manager

GetWhys•Portland, MT

20d

About The Position

GetWhys is a VC-backed SaaS company building AI-powered customer research and messaging tools for product marketers. As a Customer Success Manager, you will own a book of customer accounts end to end, covering onboarding, adoption, and renewal. Customers range from mid-market teams to large enterprises, and you will tailor your level of support to their needs. You will build trusted customer relationships, identify opportunities to expand GetWhys’ value, and work closely with customers as they integrate the product into their workflows across the web app, Slack, and AI tools. This is a hands-on role that works closely with Product and contributes to building the Customer Success function. You will help shape the team’s playbooks, processes, and metrics while supporting customers doing complex marketing and research work. The role is based in Portland, Oregon; New York City, New York; Boise, Idaho; or Bozeman, Montana, and reports to the Customer Success Lead. Compensation is $115,000–$130,000 plus equity.

Requirements

3–6 years of experience in account management, sales (AE), or customer success, with direct ownership of customer relationships; B2B experience is ideal and SaaS experience is a plus.
A track record of strong customer retention, including keeping accounts healthy, renewing them, and growing usage over time.
Experience with mid-market and enterprise customers, including navigating multiple stakeholders.
Working knowledge of how B2B marketing teams operate, or the curiosity to learn quickly.
Ability to build relationships and engage customers effectively.
Growth-minded approach to identifying account opportunities and building a case for expansion with customers.
Curiosity and willingness to learn the product deeply and work through details hands-on.
Strong organization skills for managing complex accounts with multiple stakeholders, workflows, and moving parts.
Self-starter who thrives in ambiguity.
Customer-obsessed and data-informed approach.

Nice To Haves

Experience selling to or supporting product marketing, marketing, or research teams.
Previous consulting or professional services experience.
Market research or product marketing background.
Early-stage or 0-to-1 experience building processes where none existed.

Responsibilities

Own the renewal motion for a book of customer accounts, from early health checks through signature.
Identify and flag expansion opportunities—including new teams, users, use cases, and higher tiers—to Sales and the Customer Success Lead.
Build relationships beyond customer champions, including with marketing leadership.
Help launch business reviews (QBRs/EBRs) that demonstrate customer value.
Partner with Sales on upsells and account continuity.
Run customer onboarding and enablement using existing playbooks, and improve those playbooks.
Drive time-to-value and product adoption across the web app, Slack, and AI integrations (MCP).
Monitor usage across accounts, diagnose usage declines, and develop reactivation strategies for quiet accounts.
Support setup of integrations between GetWhys and customer tools.
Partner with Sales on smooth handoffs and join pilots and pre-sales activities where a Customer Success perspective is helpful.
Bring customer feedback, friction points, and feature requests to Product.
Share customer wins and patterns with Marketing, including case studies and references.
Help build the Customer Success function, including its playbooks, processes, and metrics.
Develop proactive account plans and deepen adoption over time.