[Remote] Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. Reflow is a workforce and workflow intelligence platform aimed at enhancing team performance. They are seeking a Customer Success Manager to own the customer journey, facilitate onboarding and adoption, and build strong relationships that lead to customer retention and growth.
Responsibilities
- Own the customer journey: setup, onboarding, adoption, and long-term success
- Shorten time-to-value: Move customers from demo → value quickly
- Capture and structure customer feedback: Be the voice of the user in product and engineering decisions
- Assist the contract process with new partners, working closely with our legal team to keep things smooth and fast
- Build strong relationships that lead to expansions and renewals
- Create and refine the playbook: Onboarding processes, success metrics, touchpoints
- Partner with founders on GTM experiments and jump into “whatever’s needed” as we scale
Skills
- Own the customer journey: setup, onboarding, adoption, and long-term success
- Shorten time-to-value: Move customers from demo → value quickly
- Capture and structure customer feedback: Be the voice of the user in product and engineering decisions
- Assist the contract process with new partners, working closely with our legal team to keep things smooth and fast
- Build strong relationships that lead to expansions and renewals
- Create and refine the playbook: Onboarding processes, success metrics, touchpoints
- Partner with founders on GTM experiments and jump into 'whatever's needed' as we scale
- Entrepreneurial: Former founder, early employee, or operator who thrives in ambiguity
- Analytical skills: Technical, finance, economics or product background
- Curious & logical: You understand your customer's business needs and apply to their product configuration
- Customer-facing pro: You know how to excite, guide, and close
- Sharp communicator: Written, verbal, and human
- Curious and strategic: You dig into workflows, uncover pain, and use insights to shape product and company direction
- Methodical: You keep yourself, your customers, and your teammates on track by creating clear templates and playbooks
- Background in B2B SaaS, enterprise software, or data-heavy products
- Familiarity with analytics platforms, BI tools, workflow systems, or automation software
- Experience supporting enterprise customers through security, data access, or compliance reviews
Benefits
- Be an early, high-impact hire, working directly with the founders as a founding member
- Influence product roadmap, and help define the culture of how we work with customers
- Drive growth, contribute to PMF, GTM explorations
- We’re open to you starting part-time and evolving into full-time (contract or W2)
Company Overview