Customer Success Manager

About Warmly
Warmly is a fast-growing Series A company backed by Y-Combinator, Felicis, and Sequoia, with a high-velocity, transparent, and data-driven work culture. Our AI sales platform saves hundreds of hours/week for sales teams while helping our customers achieve their mission faster. We are scaling from $3M to $10M in ARR and 250 to 500 customers in advance of a Series B. We foster a work environment where ideas are encouraged, experiments thrive, and individuals take ownership to drive impact.

About the Role
As Warmly’s Customer Success Manager (CSM), Full Cycle, you’ll own the customer journey from onboarding through renewal. You’ll be the trusted advisor ensuring customers realize value quickly, adopt best practices, grow with Warmly, and renew year after year.
This role combines onboarding, adoption, expansion, and renewal into one — giving you full ownership of the customer experience. Your ability to guide, problem-solve, and build scalable processes will directly impact customer satisfaction, retention, and expansion.
What You’ll Do

• Onboard & Implement: Manage smooth handoffs from Sales, lead structured implementations, and deliver training that drives early adoption.

• Drive Adoption & Value: Monitor usage, remove friction, and guide customers toward achieving their success criteria.

• Expand & Advocate: Identify growth opportunities, partner with Sales on expansion, and foster customer champions.

• Own Renewals: Lead renewal conversations, mitigate churn risks, and consistently deliver high retention rates.

• Refine & Scale: Gather feedback, improve playbooks and processes, and partner cross-functionally to scale CS excellence.

What Makes You a Fit

• Proven experience in Customer Success, Implementation, or Account Management (B2B SaaS preferred).

• Strong project management and relationship-building skills.

• Excellent communication and consultative abilities — simplifying complex ideas with ease.

• Process-oriented with a track record of improving or building CS motions.

• Customer-first mindset and thrive in a fast-paced, evolving startup environment.

Success in This Role Looks Like
• Faster time-to-value and strong adoption across accounts.
• High renewal and retention rates.
• Growth in expansion and advocacy opportunities.
• Seamless end-to-end journey from Sales → CS → Renewal.
• Scalable CS processes that enable Warmly’s growth.

Preferred Tech Stack Experience: Hubspot, Salesforce, Apollo, familiar with Clay & Webhook functionality, Outreach, Salesloft, Pylon
Compensation: $2000 per month base salary with $1000-$3000 commission per quarter (~$2500-$3000 per month OTE)