Note: The job is a remote job and is open to candidates in USA. Redactable® is seeking a Senior Customer Success Manager to own the full customer lifecycle—from first interaction through long-term retention and expansion. This hybrid role blends customer support with customer success, focusing on problem-solving and driving meaningful value for customers over time.
Responsibilities
- Respond to customer inquiries via chat, email, and other channels
- Troubleshoot product issues and guide users to resolution
- Escalate bugs and product gaps to engineering/product
- Maintain a high-quality support experience (fast, accurate, empathetic)
- Onboard new customers and ensure fast time-to-value
- Monitor customer usage and proactively reach out to drive adoption
- Identify at-risk customers and take action to prevent churn
- Engage high-usage customers to drive upgrades and expansion
- Build relationships with key users in legal, healthcare, and other core segments
- Convert high-intent free users into paying customers
- Drive expansion through increased usage (e.g., document bundles)
- Improve retention by ensuring consistent product engagement
- Act as the voice of the customer internally
- Help build scalable onboarding and success workflows
- Contribute to help center content and customer education
- Identify repeat issues and work cross-functionally to solve root causes
- Own customer satisfaction (CSAT)
- Own activation (first successful use of the product)
- Own free → paid conversion
- Own retention and churn
- Own expansion revenue (usage-based growth)
Skills
- 5–6+ years in Customer Success, Support, or a hybrid role in SaaS
- Strong troubleshooting and communication skills
- Experience managing both high-volume support and proactive outreach
- Comfort working in a fast-paced, early-stage environment
- Data-driven mindset (you know how to spot risk and opportunity in usage)
- Ability to balance urgency (support) with strategy (success)
- Experience with PLG or freemium SaaS models
- Background working with legal, healthcare, or compliance workflows
- Familiarity with support tools (Intercom, Zendesk) and CS tools (Gainsight, HubSpot, etc.)
Company Overview