Customer Success Manager
Job in
Boston, Suffolk County, Massachusetts, 02298, USA
Listed on 2026-07-23
Listing for:
JobsInMass.com
Full Time
position Listed on 2026-07-23
Job specializations:
-
Customer Service/HelpDesk
Customer Success Mgr./ CSM, Account Manager, Client Relationship Manager, HelpDesk/Support
Job Description & How to Apply Below
Your Mission
As a Customer Success Manager at Patrol, you will be the primary point of contact for our customers, helping them onboard successfully, get measurable value from our platform, and renew year after year. You will be the voice of the customer internally, collaborating with Engineering to ensure we deliver solutions that solve real problems.
What You'll Do- Own the end-to-end customer journey, from post‑sale onboarding through ongoing success and renewal.
- Develop and execute tailored onboarding plans to help new customers quickly see value from Patrol.
- Build strong, trusted relationships with key stakeholders at each top account, understanding their goals and challenges.
- Monitor product usage, adoption, and engagement, identifying at‑risk accounts early and taking proactive action.
- Partner with Sales to identify upsell and cross‑sell opportunities that align with customer needs.
- Create and refine scalable success resources, playbooks, and processes to improve efficiency and customer outcomes for our different customer buckets (GMV based).
- Act as the customer advocate internally, providing feedback to Product and Engineering on feature requests and usability improvements.
- Track and report on key customer success metrics, including adoption rates, NPS, retention, and expansion.
- 1‑5 years of experience in Customer Success, Account Management, or a client‑facing role at a SaaS company (Shopify ecosystem experience strongly preferred).
- Proven track record of driving renewals and expansions while maintaining high customer satisfaction.
- Strong relationship‑building skills with executives and day‑to‑day operators alike.
- Excellent communication, presentation, and problem‑solving abilities.
- Experience creating and improving customer onboarding processes and success playbooks.
- Familiarity with CRM and success tools like Hub Spot, Attio, Vitally, or Gainsight.
- A proactive, ownership‑driven mindset, comfortable building structure in a fast‑moving startup environment.
- Competitive compensation and equity.
- Flexible, hybrid work.
- Free healthcare, dental, and vision coverage from day one.
- 401k match for all employees.
- Team lunch is covered every Wednesday.
- Opportunities for career growth as we scale.
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