Customer Success Manager

Customer Success Manager Location: Portland (OR), NYC (NY), Boise (ID), and Bozeman (MT) Reports to: Customer Success Lead Compensation: $115,000 - $130,000 + equity About GetWhys GetWhys is a VC-backed SaaS company building AI-powered customer research and messaging tools for product marketers. Companies like Intel, Verizon, Docusign, and Commvault use GetWhys to understand their buyers and craft better messaging, whether in our web app, in Slack, or directly inside AI tools like Claude. We're a small, fast-growing team with large, happy, expanding customers. The Role You'll own a book of customer accounts end to end: onboarding, adoption, and renewal. Accounts range from fast-moving mid-market teams to large enterprises, so you'll calibrate how deep you go with each. You'll be the person each customer trusts, and the one who spots where GetWhys can do more for them. This isn't a traditional CS role. Our customers are sharp marketers and researchers doing complex work, and we’re regularly shipping new features for them. You'll get hands-on with how customers integrate GetWhys into their work, and work closely with our product team to shape what we build. While you don’t need a market research or marketing background, you do need the curiosity to go deep and the credibility to hold your own with PMMs. You’ll be a critical part of helping us build the CS function. Expect to be scrappy, roll up your sleeves, and have real input into the playbooks, processes, and metrics we run on. What You'll Own Renewals • Own the renewal motion for your book, from early health checks through signature • Find and flag opportunities for expansion to sales and the CS lead: new teams, new users, new use cases, and higher tiers • Multithread beyond your champion and build relationships with marketing leadership • Help launch business reviews (QBRs/EBRs) that show customers the value they're getting • Partner with Sales on upsells and account continuity Onboarding & Adoption • Run onboarding and enablement using our playbooks, and improve them as you go • Drive time-to-value and adoption across our web app, Slack, and AI integrations (MCP) • Own high usage across your book: track activity, diagnose why usage drops, and build reactivation strategies for quiet accounts • Support integration setup between GetWhys and customer tools Cross-Functional • Partner with Sales on smooth handoffs, joining pilots and pre-sales where a CS perspective helps • Bring the voice of the customer to Product: feedback, friction, and feature requests • Share wins and patterns with Marketing, including case studies and references What Success Looks Like • 150%+ net dollar retention across your book • 80%+ of your accounts actively using GetWhys • Proactive account planning • Deeper adoption over time: more active users per account, and more customers using GetWhys across web, Slack, and their AI tools What We're Looking For Required Experience • 3-6 years in account management, sales (AE), or customer success with direct ownership of customer relationships, ideally in B2B (SaaS a big plus) • A track record of strong customer retention: keeping accounts healthy, renewing, and growing usage over time • Experience with mid-market and enterprise customers, including navigating multiple stakeholders • Working knowledge of how B2B marketing teams operate, or the curiosity to learn fast Nice to Have • Experience selling to or supporting product marketing, marketing, or research teams • Previous consulting / professional services experience • Market research or product marketing background • Early-stage / 0-to-1 experience building process where none existed Skills & Qualities • Natural relationship builder: you bring energy to calls and customers want to talk to you • Growth-minded: you see where an account can go next and know how to build the case for it with customers • Curious and hands-on: you learn the product deeply and enjoy getting into the weeds • Highly organized, with the ability to manage complex accounts with many stakeholders, workflows, and moving parts • Self-starter who thrives in ambiguity • Customer-obsessed and data-informed Benefits • Healthcare, Dental, and Vision insurance (90% of your deductible, 75% of your dependents') • 401(k) with 3% company match • 18 company holidays, with unlimited PTO (suggested minimum of 10 business days/year) • Regular in-person gatherings • Ground-floor opportunity to help build a critical function at a fast-growing startup