[Remote] Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. Prophetic is a leading company in real estate technology, focused on revolutionizing the industry with their AI-native platform. They are seeking a Senior Customer Success Manager to manage post-sale relationships for enterprise and mid-market accounts, ensuring customer satisfaction and driving product adoption.
Responsibilities
- Own a portfolio of enterprise and mid-market accounts end-to-end — from onboarding through renewal and expansion
- Build deep relationships with champions, economic buyers, and executive stakeholders
- Drive product adoption by creating success plans tied to each customer’s business objectives
- Lead quarterly business reviews (QBRs) and executive check-ins that demonstrate ROI
- Monitor health scores, usage signals, and risk indicators; proactively intervene before churn
- Identify and close expansion opportunities in partnership with Account Executives
- Serve as the voice of the customer internally — surface product feedback, escalate blockers, and influence the roadmap
- Contribute to building out CS playbooks, onboarding templates, and team processes
Skills
- 2+ years of Customer Success, Account Management, or related post-sale experience at a B2B SaaS company
- Experience owning a book of business and supporting renewal processes
- Comfortable leading QBRs and building relationships with day-to-day stakeholders
- Data-driven: you use health metrics, usage data, and renewal forecasts to prioritize your work
- Exceptional written and verbal communication; you can explain complex concepts simply
- Ability to manage 15–25 accounts simultaneously with strong organizational skills
- Ability to travel up to 25% to customer sites, QBRs, and events
- Experience in [relevant industry, e.g., AI / ML software, healthcare tech, fintech]
- Familiarity with tools like HubSpot, Slack, or Notion
- Experience at a startup or scale-up; comfort with ambiguity and building from scratch
Benefits
- 100% medical, dental & vision insurance coverage for you; 30% coverage for dependents
- Competitive salary and meaningful early-stage equity
- Unlimited PTO
- Hybrid/Remote stipend
- In-office perks: snacks, drinks, coffee, ping-pong table, and more — plus cuddles from Olive, our in-office Doberman!
- Budget for intra-office travel
- 2–3 annual team meetups in person
Company Overview