Remote Customer Success Manager

We’re a fast-growing startup scaling rapidly and building the systems, playbooks, and processes that don’t yet exist. Our team is small, scrappy, and customer-obsessed. We work in Slack, live in ambiguity, and get things done.

We’re looking for a Customer Success Manager who thrives in chaos — someone excited to help build the train and the tracks while it’s moving.

What you’ll do
• Manage a high-volume book of 100+ customers — each in its own Slack channel — spanning strategy, design, and day-to-day support conversations.
• Build genuine relationships with customers and become their go-to for retention strategy, product best practices, and feature adoption.
• Lead proactive outreach, QBRs, and daily triage to keep customers engaged and successful.
• Be the connective tissue between customers and internal teams — you’ll surface bugs, log feedback, and help prioritize what matters most.
• Work closely with Product and Engineering to help shape onboarding, training, and lifecycle processes.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

• 3+ years in Customer Success, Account Management, or a similar client-facing SaaS role (bonus if you’ve done this at a startup).
• Comfortable with ambiguity, context switching, and taking ownership without rigid process — you like figuring things out as you go.
• Excellent multitasker — you thrive managing 100+ Slack threads without breaking a sweat.
• Strong communicator who’s equally at home talking strategy with a CMO or debugging an integration issue with a developer.
• Technical curiosity: comfortable enough to tweak HTML/CSS, read documentation, or troubleshoot platform-related issues.
• Experience in e-commerce, SaaS, or retention/loyalty tools preferred.
• Based on the West Coast or able to cover PST hours.

Exposure to “vibe coding,” HTML/CSS, or API troubleshooting.
• Startup experience — especially joining early and helping create process from scratch.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.