Customer Success Manager

GetWhys • Bozeman, MT

21d • $115,000 - $130,000

About The Position

GetWhys is a VC-backed SaaS company building AI-powered customer research and messaging tools for product marketers. Its customers include Intel, Verizon, Docusign, and Commvault. The Customer Success Manager will own a portfolio of customer accounts end to end, from onboarding and adoption through renewal, serving mid-market and enterprise customers and adapting the level of support to each account. The role builds trusted customer relationships, identifies opportunities to expand GetWhys’ value, and helps customers integrate the product into their workflows.

This is a hands-on role working closely with customers and the product team as GetWhys regularly ships new features. The Customer Success Manager will help build the company’s Customer Success function, contributing to its playbooks, processes, and metrics. The position 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 preferred 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.
• Strong relationship-building skills and the ability to engage customers effectively.
• Ability to identify account growth opportunities and build a case for them with customers.
• Curiosity and a hands-on approach to learning the product and working through details.
• Strong organization skills and ability to manage 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 process for a portfolio of accounts, from early health checks through signature.
• Identify and flag expansion opportunities, including new teams, users, use cases, and higher-tier plans, to Sales and the Customer Success Lead.
• Build relationships beyond customer champions, including with marketing leadership.
• Help launch QBRs and EBRs that demonstrate customer value.
• Partner with Sales on upsells and account continuity.
• Run onboarding and enablement using existing playbooks, and improve those playbooks.
• Drive time-to-value and adoption across the web app, Slack, and AI integrations (MCP).
• Track account activity, diagnose usage declines, and develop reactivation strategies for quiet accounts.
• Support integration setup between GetWhys and customer tools.
• Partner with Sales on smooth handoffs and join pilots and pre-sales activities when a Customer Success perspective is useful.
• Bring customer feedback, friction, and feature requests to Product.
• Share customer wins and patterns with Marketing, including case studies and references.
• Contribute to building the Customer Success function, including its playbooks, processes, and metrics.

Benefits

• Healthcare, dental, and vision insurance; the company covers 90% of the employee deductible and 75% of dependents’ deductibles.
• 401(k) with a 3% company match.
• 18 company holidays.
• Unlimited PTO, with a suggested minimum of 10 business days per year.
• Regular in-person gatherings.
• Equity.

What This Job Offers

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