Customer Success Manager

ABOUT SEARCHABLE We’re building the future of AI-powered search visibility. As platforms like ChatGPT and emerging AI systems reshape how people discover information, we help brands understand and optimize their presence in this new landscape. Backed by leading investors, we’re at a pivotal stage: strong product, early traction, and a rapidly growing market opportunity. THE ROLE You'll be one of the first Customer Success Managers on Searchable's U.S. team, working 3-4 days in office in our Salt Lake City office and reporting to the Head of Customer Success. You'll own a book of agencies and enterprise accounts from onboarding through renewal and expansion. This isn't a support seat or a relationship-only role. You'll help customers turn AI Search data into decisions, and you'll help build the playbooks, reporting and operating rhythms the team runs on as we scale. You don't need to know our platform on day one. We'll teach the product. We're hiring for ownership, judgment and the ability to build. WHAT YOU'LL DO - Own a book of agencies and enterprise accounts end to end: onboarding, adoption, renewal and expansion. - Get new customers to a first meaningful result fast, with prompt sets, competitor tracking and a clear visibility baseline in place. - Lead business reviews that connect AI Search visibility, sentiment and AI referral traffic to what the customer is trying to achieve. - Look underneath healthy-looking signals, spot risk early and bring the customer a plan before it shows up at renewal. - Find and drive expansion: more prompt volume and capacity, brands, markets, teams and agency clients. - Build relationships beyond a single champion, up to VP and CMO level, across enterprise buying groups and agency client teams. - Turn one-off fixes into playbooks, templates and reporting the whole team uses. - Bring the voice of the customer to Product, Engineering and Marketing with specific, evidence-backed feedback. - Keep account records current enough that another CSM could step in and know what to do. WHO YOU ARE Four things matter most to us. - Owner mindset. You treat your accounts like your own business. You look at the data and come to customers with a recommendation, not a status update, and you raise risk before anyone asks. - Self-directed builder. You don't wait for a playbook to exist. When you solve a problem for one customer, you build the thing that solves it for the next twenty. - Executive presence. You can hold your own with a VP or CMO, push back when needed and still be trusted the next day. - Growth-driven. You spot revenue opportunities in your book and go after them. You grow accounts by growing the customer's results, so expansion feels like the obvious next step, not a sales pitch. Just as important, you care about your customers' success and hold a clear bar for quality in your own work. You get fluent in the platform fast and use its data to tell customers something they didn't know. WHAT YOU BRING - 3-4 years in Customer Success, account management or client services at a B2B SaaS company or agency. - A track record of owning renewals and driving expansion against a number, ideally including enterprise accounts. - Clear, concise writing, from a two-line recap to a full account plan. - Comfort with data: you can pull the story out of a dashboard and explain it simply. STRONG PLUS - Agency experience, especially in SEO, content or performance marketing. - Hands-on familiarity with SEO or AI Search, Google Analytics or Google Search Console - Early-stage startup experience where you build processes from scratch. COMPENSATION AND LOCATION - Location: 3-4 days in office at our Salt Lake City, Utah office. - Compensation: $100k-$130k base, plus commission tied to retention and expansion - Equity in the fastest growing AI Search business in the world - Health insurance: 100% of the employee premium and 50% of dependent premiums covered - Leading parental and childcare policies - Daily Uber Eats or Deliveroo meal allowance - Late-night Uber home when work runs late - Monthly fitness and wellbeing reimbursement