US Customer Success Manager

We're looking for a Customer Success Manager to own and grow relationships with a portfolio of Famly's US customers, from onboarding through renewal and everything in between.

We're on a mission to stop admin work from stealing the joy of working with young children. We do that with our platform, the world's first proactive assistant for educators and staff that handles admin for them so they can get back to what they love.

As Customer Success Manager, you'll own the relationship for a portfolio of Famly customers. That means guiding them through onboarding, running proactive check‑ins and quarterly business reviews (QBRs), spotting renewal and expansion opportunities, and stepping in when a key account needs urgent help. This role suits someone who wants to work across all of customer success rather than specializing in one lane.

In your first year, expect to build real depth across onboarding, retention, renewals, and account growth, and to become the specialist for your portfolio as the business evolves.

This role is based in our Rosslyn, Arlington, Virginia office, with a default of four days a week in person.

• Running proactive QBRs and regular check‑ins to keep customers engaged, informed, and getting value from Famly
• Supporting onboarding calls for newly signed customers as needed
• Leading ongoing training and adoption of the platform
• Identifying and driving renewal and expansion conversations within your portfolio
• Stepping in on reactive, high‑urgency situations for key accounts, partnering closely with our Customer Advisor team, who handle more tactical day‑to‑day support
• Getting to know your customers’ goals well enough to consult them on how to get real value out of the platform
• Identifying patterns and feedback from your accounts, sharing insights with the broader team, and actively participating to help shape product and process

• Have experience in customer success, account management, or a related customer‑facing role, ideally within a SaaS company
• Have experience in early childhood education, or a strong affinity for the sector
• Are comfortable holding a mix of proactive and reactive responsibilities, and can shift gears as priorities change
• Communicate clearly and build trust quickly, whether on a scheduled Q  or an urgent call
• Take ownership of outcomes and don’t wait to be told what's next
• Are solution‑oriented. When you spot a problem, your instinct is to dig in and help fix it rather than just flag it

• You've used Hub Spot, Intercom, and/or Jira in a previous role
• You've worked in a customer success or sales capacity at a software company with ties to the education sector

• Salary in the $67-73k/year range (depending on experience)
• Competitive benefits such as 401k with employer match, health insurance, and paid maternity/paternity leave.
• Prime corner‑office in Rosslyn’s WeWork, with modern equipment and amenities
• A clear career framework and coaching to make sure you're growing, a $1000 personal development budget and a ’We'll buy you any book you want’ policy.
• We guarantee we'll create the time, space and leadership (as well as the budget) to make sure you grow and develop.
• We want to set the pace, and don't cut corners when it comes to investing in tooling and technology that you need to be at the frontier of tech.
• We're all about hiring clever people who are good humans too. It means Famly is…