Remote Customer Success Manager for SaaS ERP

About the role

We are seeking a Remote Customer Success Manager to own the end‑to‑end journey of our wholesale jewellery ERP customers. You will work closely with the CEO and a small, high‑performing team to drive onboarding, adoption, retention, and growth of our modern SaaS platform.

Key responsibilities

• Become a power user of the current platform (version 1) and develop deep domain expertise in wholesale jewellery operations.
• Serve as the primary contact for a shared portfolio of customers, handling onboarding, support, and success planning.
• Identify usage risks, run quarterly business reviews, and improve Net Revenue Retention.
• Create and maintain customer‑facing enablement materials such as help articles, checklists, release notes, training decks, and Loom videos.
• Partner with Product and Engineering to translate feedback into clear problem statements, prioritize requests, and validate solutions.
• Help launch version 2 by onboarding early adopters, gathering feedback, and building repeatable playbooks.

Required profile

• 5+ years in Customer Success, Implementation, or Account Management for a complex B2B SaaS product.
• Strong project‑management and stakeholder‑coordination abilities.
• Highly organized, proactive, and an excellent communicator.

Required skills

• Loom
• Slack
• Notion
• JIRA

What we offer

• Fully remote work with flexible hours (9 am‑5 pm EST/PST overlap required).
• Competitive salary range $30,000‑$45,000 USD annually.
• Opportunity to shape a fast‑growing SaaS product in a niche industry.