Customer Success Manager

Overview

You own the post-sale customer experience at CAM. You onboard new customers, ensure they're getting value from LinkedIn connection intelligence, identify expansion opportunities, and turn happy customers into case studies and referral sources. At a 12-person company, you're also the voice of the customer internally - what's working, what's not, what features they need.

Role Snapshot

Company Context

Stage: Early-stage (12 employees)

Size: 12 employees

Growth: Small customer base, every logo matters

Market Position: Educating buyers on a new category - many customers won't understand full value immediately

GTM Reality

Customer Profile:

• B2B sales teams (10-100 person sales orgs most likely)
• SDR leaders, Rev Ops, Sales Directors buying CAM
• Use case: Track when prospects connect with competitor SDRs, prioritize outreach

Churn Risk Factors:

• Customers don't set up tracking properly → get no value → churn at renewal
• Sales team doesn't trust the signal quality → stops using it
• ROI isn't obvious because they're not measuring outcomes
• Competitive tool is easier to use or bundles with existing stack

Expansion Opportunities:

• Adding more competitor tracking
• Expanding to more sales reps in the org
• Adding integration with their workflow tools

What You'll Actually Do

Time Breakdown

Customer Calls/Onboarding (40%) | Usage Monitoring/Proactive Outreach (30%) | Case Studies/Referrals (15%) | Internal Product Feedback (15%)

Key Activities

• Onboarding Calls: Walk new customers through setting up competitor tracking, connecting their CRM, interpreting signals. Many won't get it right the first time. You follow up until they're actually using it.
• Usage Monitoring: Check weekly (or daily) - who logged in, who's tracking competitors, who's generating leads from CAM. When usage drops, you reach out before they ghost.
• Proactive Value Demonstration: "Here are 20 warm leads CAM identified this week - have you reached out?" Make the value explicit because many customers won't connect the dots themselves.
• Expansion Conversations: Identify accounts where 2-3 reps are using CAM successfully. Pitch expanding to the whole team. This is consultative selling, not order-taking.
• Customer Advocacy: Turn successful customers into case studies, video testimonials, referral sources. At a 12-person company, this is critical pipeline.
• Product Feedback Loop: You're the voice of the customer. Weekly syncs with founder/product to share what's working, what's broken, what features would drive retention/expansion.

The Honest Reality

What's Hard

• You're often fighting low engagement. Customers sign up, don't set it up correctly, forget to check it. You chase them.
• At this stage, the product probably has gaps. Customers will ask for features that don't exist yet. You manage expectations and find workarounds.
• You're measured on retention and expansion, but you have limited tools - no dedicated support team, no CSM platform, no mature playbook.
• Every customer conversation is also a product feedback session. You're juggling "keep them happy" with "push them to adopt more."
• Building case studies and getting referrals takes hustle - customers are busy, don't prioritize helping you even when they love the product.

What Success Looks Like

• Retention stays above 90% (at this stage, every logo counts)
• Net Revenue Retention >110% (existing customers expand over time)
• X customers actively refer new business each quarter
• Usage metrics trend up - more logins, more tracked competitors, more leads generated
• Product roadmap reflects real customer needs because you're feeding clear feedback

Who You're Selling To

Primary Customers:

• SDR/BDR Leaders (Director of Sales Development, VP Sales)
• Rev Ops Leaders (building sales tech stack)
• Sales Directors at mid-market B2B companies

What They Care About:

• "Are my reps getting meetings from this?"
• "Is the signal quality good enough to prioritize leads?"
• "How much time does this save vs manual prospecting?"
• "Can I justify the cost at renewal?"

Requirements

• 2+ years in B2B SaaS customer success or account management
• Experience at early-stage startup (comfort with scrappy processes, wearing multiple hats)
• Understands sales workflows - knows what SDRs and AEs actually do day-to-day
• Proactive communication style - don't wait for customers to reach out
• Comfortable with consultative expansion selling (this isn't pure support)
• Can build case studies and manage customer advocacy programs without a marketing team
• Bonus: Experience with sales tools (HubSpot, Outreach, Salesloft), LinkedIn sales experience