Customer Experience & Success Manager - Remote

Overview

At PeakMetrics, we stand at the forefront of narrative intelligence, harnessing the power of advanced machine learning to safeguard enterprises and government agencies from social media manipulation and narrative attacks. Our platform rapidly sifts through millions of unstructured, cross-channel media datasets, transforming them into actionable insights. By identifying adversarial online messaging, understanding its audience, and providing crucial context such as source credibility, we empower our customers to effectively respond to digital threats.

Our team tackled some of today's most intricate media challenges, from crisis management to thwarting state-sponsored disinformation campaigns. Our goal is unwavering: to shield our clients from the risks of social media manipulation and emerging narrative threats by detecting and remediating from harmful online trends.

About the Role

We’re looking for a Customer Experience & Success Manager who is excited to help our customers succeed and feel supported at every step of their journey with PeakMetrics. From onboarding to ongoing engagement, you’ll be a trusted partner to our customers—ensuring they gain value, feel heard, and have a smooth and rewarding experience with our platform.

This is not a sales or renewals role—your impact will come from relationship-building, active listening, and thoughtful coordination across teams to ensure each customer feels successful and confident using PeakMetrics.

In Short

• Support and guide customers during onboarding to ensure a successful start.
• Foster strong, ongoing relationships through regular check-ins and communication.
• Be the first point of contact for customer questions and partner across teams to find solutions.
• Collaborate with Solutions Architects to assist with technical onboarding and product walkthroughs.
• Develop and maintain helpful guides, resources, and onboarding materials.
• Relay customer feedback to Product and Engineering teams to shape our roadmap.
• Monitor account health and engage proactively when issues arise.
• Document insights and usage patterns to inform internal strategy.

Requirements

• Have 5–7 years of experience in customer success, experience, implementation, or support roles.
• Are a clear and empathetic communicator—comfortable working with a range of stakeholders.
• Are naturally organized, detail-oriented, and proactive.
• Have a genuine curiosity about technology and how things work.
• Thrive in collaborative, cross-functional environments.
• Have experience with SaaS platforms, particularly in data or analytics.
• Bring familiarity with secure environments or government-related clients (a plus—not required).

Benefits

• Remote-first culture.
• Health insurance, 401(k), and other benefits.
• Flexible work schedule and unlimited time off.
• Opportunities for professional growth and development.
• A vibrant and inclusive company culture.