Customer Success Manager

• Onboarding complete for all assigned accounts: kickoff docs, RACI, comms norms, and a one-page success plan per client.
• Health scoring live in CRM (adoption, delivery, sentiment, financials) with weekly risk reviews.
• SLAs working: first response ≤2 business hours, weekly status update with decisions and next steps.
• CSAT ≥4.6/5 on tracked interactions; NPS program launched with ≥10 responses and a baseline.
• Renewal calendar built; ≥90-day advance notices set; 95%+ gross retention on in-window renewals.
• Expansion pipeline opened: ≥3 qualified upsell/cross-sell opportunities logged with projected value.
• Two client stories drafted and three public reviews secured (Clutch or G2) with approvals.
• Billing hygiene: time/budget dashboards active; change orders documented; zero surprise invoices.
• Playbooks published for onboarding, QBRs, incident comms, and renewal steps.

• Own the relationship. Be the single accountable owner for client outcomes, satisfaction, and renewal.
• Set goals. Write success plans with metrics, constraints, and decision cadence; revisit each sprint.
• Run cadence. Weekly status, monthly QBRs, and exec summaries; keep issues, risks, and actions visible.
• Unblock delivery. Coordinate with PM/eng/QA, clarify scope, manage change orders, and reset expectations.
• Drive adoption. Enable users, collect feedback, and verify outcomes after each release.
• Manage renewals and expansions. Forecast, handle objections, and align commercial terms with real value.
• Measure and report. Track CSAT/NPS, health scores, burn vs budget, and milestone attainment.
• Capture voice of customer. Feed insights to sales, marketing, and engineering; request references at the right moments.
• Keep data clean. Maintain CRM, notes, tasks, and dashboards as the source of truth.
• Escalate early. Document incidents, communicate clearly, and close the loop.

• 3+ years in Customer Success or Account Management for a software agency or B2B SaaS.
• Proven record of renewals and expansions with quantified results.
• Excellent written communication; crisp notes, structured updates, and clear next steps.
• Comfortable with technical contexts: PRDs, APIs, environments, and sprints.
• Tools: HubSpot (or similar CRM), Notion/Confluence, Jira/Linear, Slack, GA4/Looker Studio.
• Negotiation and expectation management skills.
• Time-zone overlap: minimum 4 hours with Pacific Time or Türkiye time, depending on team.
• Based in the United States or Türkiye.

• Agency background with multi-project portfolios.
• Experience in marketplaces, healthtech, B2B SaaS, AI/LLM features, or embedded/IoT.
• Playbook creation, light SQL for checks, and automation skills (Make/Zapier).
• Review programs (Clutch/G2) and reference management.

• Two-week sprints, demo every sprint, release often.
• “No surprises” policy: written decisions, visible risks, and shared dashboards.
• One owner per client; clear handoffs between sales, delivery, and finance.

• Resume or LinkedIn.
• 3 bullets with past retention/expansion impact (e.g., GRR/NRR, upsell $).
• Two artifacts you authored: a success plan and a QBR or status update.
• A short note on a churn-risk account you turned around and how.

Horizon Labs builds MVPs, modernizes legacy systems, and integrates complex stacks for startups and SMBs. If you like clear goals, proactive communication, and measurable outcomes, apply.