Customer Success Manager

Unwrap • Santa Barbara, CA

78d

About The Position

We are hiring a Customer Success Manager to join our fast-growing team. We're looking for someone with a passion for building customer relationships, enjoys working in a fast-moving environment, and the ability to strategically identify growth opportunities across our customer set. As a Customer Support Manager at Unwrap, you’ll own relationships across a wide range of customers—from startups to Fortune 500 companies—ensuring every team gets the most out of our platform. At the core, you'll work to understand each customer's objectives, design the path to success, and identify growth opportunities. Day-to-day, you'll oversee implementation, training, renewal, and expansion processes, as well as day-to-day customer support. In addition to direct account management, you’ll create clear and helpful resources such as guides, FAQs, and best practices to empower users and enhance their experience. You’ll also collaborate closely with teams across Unwrap, relaying feedback, advocating for customer needs, and contributing to ongoing improvements to our platform and our processes.

Requirements

• 2-5 years of experience in a customer success or account management-related role, ideally in SaaS or AI-driven products.
• Proven track record of delighting customers and driving customer retention, renewals, and expansion.
• Strong communication skills to break down complex ideas for both technical and non-technical audiences.
• Curious, empathetic, and able to handle challenging situations with grace.
• Ability to translate customer feedback and challenges into insights for team improvements.
• Thrives in a fast-paced startup environment.

Nice To Haves

• Located in or willing to relocate to Santa Barbara.
• Excited about working in-person.

Responsibilities

• Own relationships across a wide range of customers, from startups to Fortune 500 companies.
• Understand each customer's objectives and design the path to success.
• Identify growth opportunities within the customer set.
• Oversee implementation, training, renewal, and expansion processes.
• Provide day-to-day customer support.
• Create clear and helpful resources such as guides, FAQs, and best practices.
• Collaborate with teams across Unwrap to relay feedback and advocate for customer needs.
• Contribute to ongoing improvements to the platform and processes.

Benefits

• Ground floor impact at a Series-A startup with significant latitude over support strategy and customer success.
• Significant, potentially life-changing equity.
• Report directly to the Head of Customer Success.
• Ability to rapidly advance your career alongside company growth.
• Collaborate with experienced teammates, entrepreneurs, and advisors.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 11-50 employees