Customer Success Manager

Role Summary

About Warmly

Warmly is a fast-growing Series A company backed by Y-Combinator, Felicis, and Sequoia, with a high-velocity, transparent, and data-driven work culture. Our AI sales platform saves hundreds of hours/week for sales teams while helping our customers achieve their mission faster. We are scaling from $3M to $10M in ARR and 250 to 500 customers in advance of a Series B. We foster a work environment where ideas are encouraged, experiments thrive, and individuals take ownership to drive impact.

As Warmly ’s Customer Success Manager (CSM), Full Cycle , you’ll own the customer journey from onboarding through renewal. You’ll be the trusted advisor ensuring customers realize value quickly, adopt best practices, grow with Warmly , and renew year after year.

This role combines onboarding, adoption, expansion, and renewal into one — giving you full ownership of the customer experience. Your ability to guide, problem-solve, and build scalable processes will directly impact customer satisfaction, retention, and expansion.

Responsibilities

• Onboard & Implement: Manage smooth handoffs from Sales, lead structured implementations, and deliver training that drives early adoption.
• Drive Adoption & Value: Monitor usage, remove friction, and guide customers toward achieving their success criteria.
• Expand & Advocate: Identify growth opportunities, partner with Sales on expansion, and foster customer champions.
• Own Renewals: Lead renewal conversations, mitigate churn risks, and consistently deliver high retention rates.
• Refine & Scale: Gather feedback, improve playbooks and processes, and partner cross-functionally to scale CS excellence.

What Makes You a Fit

• Proven experience in Customer Success, Implementation, or Account Management (B2B SaaS preferred).
• Strong project management and relationship-building skills.
• Excellent communication and consultative abilities — simplifying complex ideas with ease.
• Process-oriented with a track record of improving or building CS motions.
• Customer-first mindset and thrive in a fast-paced, evolving startup environment.

Success in This Role Looks Like

• Faster time-to-value and strong adoption across accounts.
• High renewal and retention rates.
• Growth in expansion and advocacy opportunities.
• Seamless end-to-end journey from Sales → CS → Renewal.
• Scalable CS processes that enable Warmly ’s growth.
• Preferred Tech Stack Experience: Hubspot, Salesforce, Apollo, familiar with Clay & Webhook functionality, Outreach, Salesloft, Pylon
• Compensation: $2000 per month base salary with $1000-$3000 commission per quarter (~$2500-$3000 per month OTE)