Customer Success Manager

About this role

You will be the first dedicated CSM at OptiKratos — owning onboarding, adoption, and expansion for our design-partner programme and early enterprise accounts. You will work at the intersection of customer success, product feedback, and GTM, directly shaping how we scale.

What you'll do

• Onboard new customers: kickoff, configuration, training, and go-live within 30 days.
• Own customer health scores — monitor adoption, identify risk, and execute save plays.
• Run quarterly business reviews with champions and executives.
• Identify and close expansion and upsell opportunities in coordination with AEs.
• Act as the voice of the customer internally — structured product feedback to PM and Engineering.
• Build onboarding playbooks, help centre articles, and self-serve resources.

What we're looking for

• 2+ years in a Customer Success or Account Management role at a B2B SaaS company.
• Proven ability to manage a portfolio of 20-40 accounts with strong retention metrics.
• Strong project management and organisation — you can run 10 onboardings simultaneously.
• Clear communicator in English; comfortable in executive-level conversations.

Nice to have

Not required — but they will make us notice your application.

• Background in CRM, marketing automation, or conversational AI products.
• Experience with the design-partner or early-adopter customer programme model.