Customer Success Manager

About the CompanyRedFlag is an award-winning, enterprise-grade mass notification and crisis communication platform (a product of Project Broadcast LLC) designed to deliver real-time, multi-channel alerts and critical information to groups of any size - saving time, money, and potentially lives in emergencies or operational disruptions.The RoleWe're hiring a Customer Success Manager who leads from the front anticipating customer needs before they surface, championing the voice of the customer across the organization, and treating every retained and expanded dollar as a direct contribution to company value.You will own the entire post-sale customer lifecycle from onboarding through renewal and expansion for a portfolio of accounts, driving adoption, reducing churn, and expanding usage through proactive engagement and a genuine commitment to customer outcomes.This is not a reactive support role. This is a revenue-driving position for someone who thinks like an owner, advocates loudly for customers internally, and turns satisfied users into long-term advocates and references.This is a high-impact, metrics-driven role reporting to the Head of Sales in a lean, cash-positive environment where your work is directly tied to the financial health and growth of the business.Key ResponsibilitiesRevenue Ownership & GrowthOwn net revenue retention across a book of 600 accounts including onboarding, churn prevention, and expansion are equally your responsibility.Proactively identify upsell and cross-sell opportunities through usage signals, health scores, and customer conversations; partner with sales to convert them.Drive pipeline contribution metrics including meetings set, expansion opportunities surfaced, and renewal risk flagged well in advance.Conduct quarterly business reviews (QBRs) for strategic accounts, presenting ROI data, benchmarks, and forward-looking growth recommendations.Customer Onboarding & ActivationOwn and continuously improve the onboarding experience ensuring every new customer achieves time-to-first-value quickly, predictably, and at scale.Design and execute onboarding playbooks, including kickoff calls, implementation guidance, training, and early success milestones.Partner closely with sales during handoff to ensure seamless transition, clear expectations, and strong customer alignment from day one.Track onboarding KPIs (time-to-first-value, activation rates, early retention signals) and iterate to improve conversion from new customer to active user.Identify friction points in onboarding and drive cross-functional improvements across product, support, and documentation.Proactive Customer EngagementDon’t wait for customers to come to you, you design and execute proactive outreach cadences, check-ins, training sessions, and success plans tailored to each segment.Monitor usage, health scores, and behavioral signals (login frequency, message volume, feature adoption, NPS/CSAT) to identify at-risk accounts early and deploy targeted intervention playbooks before churn becomes a risk.Build and maintain segment-specific playbooks (e.g., network marketers, gyms/franchises, political organizers) focused on compliance, best practices, and measurable outcome achievement.Voice of the CustomerServe as the internal champion for your customers—synthesizing feedback, surfacing recurring friction points, and bringing a clear, evidence-based customer perspective into product, marketing, and leadership conversations.Translate customer needs and usage patterns into actionable product feedback; influence roadmap prioritization by connecting customer pain to business impact.Partner with sales on handoffs, renewals, and expansion deals, ensuring a consistent and well-documented customer narrative travels with every account.Cross-Functional CollaborationResolve escalations with urgency and ownership—don’t just escalate, lead the resolution.Collaborate with product, marketing, and support to improve onboarding, adoption, and retention processes, and support product launches and education initiativesQualifications3–6+ years in customer success, account management, onboarding, or related roles (SaaS preferred; experience with communication/messaging tools a plus).Proven track record owning onboarding, reducing churn, increasing adoption, and driving expansion revenue in a growth-stage SaaS environment.Strong analytical skills: comfortable with dashboards (HubSpot, Sigma, or similar), health scoring, and revenue metrics (NRR, expansion ARR).Excellent communication and relationship-building; able to influence owners, sales leaders, and marketing directors across customer segments.Wired to be proactive: you schedule the call before the customer knows they need it, surface the risk before it becomes a problem, and bring solutions rather than status updates.Confident internal advocate: you can articulate what customers need, why it matters, and what the business should do about it.Why Join Us?Direct impact on profitability and growth in a cash-positive SaaS company with strong fundamentals.A seat at the table with your voice-of-customer insights directly shaping product and go-to-market decisions.Competitive total compensation and generous benefits.Remote-friendly, collaborative team.