Customer Success Manager
Sumble · Remote
About Us: Sumble helps go-to-market teams win with deep account intelligence and signals that other data vendors simply can't provide. We map every account, person, and job post globally to uncover insights that were previously impossible to gather. For example, we can identify every company in the US currently running a data migration project involving Databricks, while pinpointing the exact team and person leading the initiative. Our long-term vision is to become the primary destination for accessing high-quality web data. Try the product at sumble.com.
Our Team: We are a team of 22. We have a strong technical team with experience working at companies such as Meta, Google, Databricks, Stack Overflow, and Kaggle – and a strong GTM team with people Confluent, Snowflake, 11x, Rippling, and Opendoor.
Requirements
Own Your Book of Business
- Manage a portfolio of B2B accounts, serving as the primary point of contact and trusted advisor throughout the customer lifecycle.
- Build and maintain strong executive and champion-level relationships within each account.
- Deliver regular business reviews that tie product usage to customer outcomes and business value.
Drive Retention & Flag Churn Risk
- Monitor account health signals — usage trends, support tickets, stakeholder changes — and proactively intervene before risk escalates.
- Maintain an accurate, up-to-date view of renewal likelihood across your portfolio at all times.
- Develop and execute mitigation plans for at-risk accounts in collaboration with sales and leadership.
Expand Revenue
- Identify organic expansion opportunities — new use cases, additional seats, or adjacent products — and partner closely with Account Executives to execute upsell and cross-sell motions.
- Build multi-threaded relationships within accounts to reduce single-point-of-failure risk and uncover new growth opportunities.
Influence Product
- Aggregate and synthesize customer feedback into clear, prioritized product insights for the Product and Engineering teams.
- Act as a customer advocate internally — bring the voice of the customer into roadmap discussions, QBRs, and sprint reviews.
- Close the loop with customers when their feedback has influenced product decisions.
What We're Looking For
- Experience in customer success, account management, or a related post-sales role in B2B SaaS or technology — ideally with some exposure to an early-stage or high-growth environment.
- A bias toward action: you don't wait for perfect information to move, you close the loop fast, and you iterate without being asked.
- Scrappy and resourceful — when there's no playbook, you write one. When the tool doesn't exist, you find a workaround. You build the plane while flying it.
- Exceptional attention to detail: your CRM is always current, your follow-ups never slip, and your customers notice.
- Comfortable with ambiguity and change — our product, processes, and priorities will evolve, and you'll evolve with them rather than waiting for things to settle.
- Strong analytical mindset — you're comfortable digging into usage data, building account health models, and presenting findings clearly.
- Clear, confident communicator — written and verbal — who can engage comfortably at the C-suite level.
- Natural collaborator who works effectively across Sales, Product, Support, and Engineering with low ego and high output.
We hire remotely across US time zones.
Benefits
- Medical, dental, and vision (US)
- 401k (US)
- Target 4 weeks PTO