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Customer Success Manager
Customer Success ManagerUdext • Washington, DC, US
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Customer Success Manager

Customer Success Manager

Udext • Washington, DC, US
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  • [job_card.full_time]
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Customer Success Manager

We're Udext, a fast-growing SaaS platform trusted by hundreds of customers, including global brands like Burger King, Hyundai, Mercedes-Benz, Dunkin', and Sherwin-Williams. Our mission is to redefine how organizations connect and communicate with their non-desk teams.

As our first Customer Success Manager, you'll shape the foundation of how we support, engage, and delight our customers. You'll work directly with our founders, influence product direction, and build the playbook for how we scale customer success as we grow.

What You'll Do

Be the Customer's Advocate

  • Serve as the main point of contact for our customers, ensuring every interaction feels personal, proactive, and human.
  • Collect feedback, identify trends, and work closely with product and engineering to improve the customer experience.

Lead Onboarding & Adoption

  • Guide new customers through a smooth onboarding journey.
  • Develop strategies and training materials that help users quickly get to value.

    • Build Knowledge & Enablement

  • Create self-serve resources (knowledge base articles, FAQs, how-to guides) that make our product simple and intuitive to use.

    • Deliver Exceptional Support

  • Respond to customer inquiries through Intercom and email with speed, clarity, and empathy.
  • Troubleshoot issues, follow up with precision, and ensure no question goes unanswered.

    • Drive Engagement & Growth

  • Encourage customer referrals, gather G2 and Capterra reviews, and build advocacy within our user base.
  • Identify upsell opportunities and help customers transition from monthly to annual or higher plans in a way that aligns with their goals.

    • Build the Foundation for Scale

  • Develop scalable success processes, tools, and systems.
  • As we grow, help hire, train, and mentor the next generation of our Customer Success team.

    • What We're Looking For

  • Experience in Customer Success, Account Management, or Support (startup experience preferred).
  • Excellent written and verbal communication skills; you love helping people and turning problems into positive experiences.
  • Strong organizational skills and a proactive, problem-solving mindset.
  • Experience with tools like Intercom, HubSpot, and Notion is a plus.
  • A genuine desire to make customers successful and help build something from the ground up.
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