Customer Success Manager, SCI

Surfline\Wavetrak, Inc.•San Diego, CA

62d•$80,000 - $110,000•Remote

About The Position

Surfline Coastal Intelligence (SCI) is seeking a Customer Success Manager to own and elevate the client experience as we scale. This is a high-impact, cross-functional role where you will lead the post-sale journey end-to-end, from onboarding through long-term success, ensuring every client realizes clear, measurable value from our platform. As an early member of the SCI team, you will help build the customer success function from the ground up by establishing processes, setting standards, and shaping how we support and grow our client base. You will work directly with government and private sector partners to drive seamless onboarding, dependable product delivery, and meaningful, outcome-driven engagement. This role reports to the General Manager of Surfline Coastal Intelligence and partners closely with Sales, Data Science, Product, and Camera Operations to deliver a best-in-class customer experience. Under Surfline’s “Work from Anywhere” policy, this position may be performed on a full-time remote basis from any location within California.

Requirements

4-5+ years of experience in customer success, account management, operations, or a similar client-facing role.
Strong track record of managing and growing client relationships post-sale, with clear ownership of outcomes.
Experience operating in ambiguous, fast-moving environments where processes are not fully defined.
Proven ability to build, refine, and scale processes with minimal oversight.
Highly organized, with strong project management skills and attention to detail across multiple work streams.
Excellent communicator who can build trust with diverse stakeholders, from municipal partners to technical teams.
Comfortable working cross-functionally to coordinate complex projects and timelines.
Proactive, resourceful, and solutions-oriented, with a strong sense of ownership and accountability.

Nice To Haves

Experience working in a startup or early-stage business environment.
Familiarity with government (B2G) or enterprise clients.
Experience with data products, analytics platforms, or technical solutions.
Interest in cutting-edge technology, particularly AI and computer vision.
Background or interest in coastal science, oceanography, or related fields.
Personal passion for the ocean, beaches, or surfing.

Responsibilities

Serve as the primary point of contact for clients post-sale, owning the end-to-end customer experience.
Lead onboarding, ensuring clients are set up for success with clear expectations, goals, timelines, and deliverables.
Align with clients on goals, success metrics, and use cases; track progress and outcomes over time.
Coordinate closely with Camera Operations on installation planning, logistics, and delivery timelines.
Partner with Data Science to ensure accurate, timely, and actionable data delivery.
Manage day-to-day client communication, inquiries, and issue resolution with a proactive mindset.
Drive customer product adoption through training, education, and ongoing engagement.
Monitor client health, satisfaction, and retention; identify risks and address them early.
Collaborate with Sales on renewals, upsells, and expansion opportunities.
Act as the voice of the customer internally, helping shape product and service improvements.