Customer Success Manager

This role is for one of the Weekday's clients

We are looking for a Customer Success Lead to build and scale our post-sales process, ensuring a seamless onboarding experience for customers. In this role, you will be responsible for guiding customers through setting up food safety tests over virtual calls and ensuring their long-term satisfaction.

After deal closure, the sales team will hand off customers, and you will take ownership of everything from onboarding to ongoing engagement and retention.

Key Responsibilities

• Develop & Scale Customer Success Processes – Create and implement a structured post-sales framework for efficient onboarding.
• Customer Onboarding & Training – Assist customers in setting up Galaxy mycotoxins tests via virtual calls (technical training will be provided).
• Customer Relationship Management – Serve as the primary point of contact post-sale, ensuring a smooth transition and continued engagement.
• Retention & Engagement – Monitor customer usage, proactively address challenges, and enhance customer satisfaction and retention.
• Process Optimization – Identify and address gaps in onboarding and customer support, continuously improving the customer experience.
• Cross-Functional Collaboration – Work closely with sales, product, and support teams to address customer needs and gather feedback.

Requirements

• 3+ years of experience in Customer Success, Account Management, or a related field (preferably in B2B SaaS, AI, or technical products).
• Experience working with US-based customers and managing remote customer interactions.
• Strong verbal and written communication skills in English.
• Ability to work US time zone hours to support international customers.
• Process-oriented mindset with a passion for customer experience and problem-solving.
• Prior experience in building customer success frameworks from scratch is a plus.