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.)

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