Customer Success & Support Manager - Remote

Overview

The Customer Success & Support Manager will own the entire customer experience and commercial operation for the Extension product, ensuring customer satisfaction and optimizing support operations.

In Short

• Own customer support for all users, including escalations and complex cases.
• Manage enterprise renewals and expansions.
• Handle billing, entitlements, and usage investigations.
• Optimize workflows and help content to reduce ticket volume.
• Investigate usage trends and manage entitlements.
• Coordinate with Finance for invoicing and renewals.
• Make independent decisions regarding discounts and seat changes.
• Support volume should stabilize or decline due to optimizations.
• Develop strong relationships with enterprise customers.
• Bring decisions to the table rather than questions.

Requirements

• 5–8+ years in B2B SaaS (Customer Success, RevOps, or senior Support).
• Experience with decision makers at large companies.
• Comfortable managing support, billing, and renewals.
• Experience with Intercom, Stripe, and subscription systems.
• Data-driven; SQL or Snowflake experience preferred.
• Confident, autonomous, and systems-oriented.

Benefits

• Fully remote work environment.