Customer Success Manager

Customer Success Manager

Location: Portland (OR), NYC (NY), Boise (ID), and Bozeman (MT)

Reports to: Customer Success Lead

Compensation: $115,000 - $130,000 + equity

About GetWhys

GetWhys is a VC-backed SaaS company building AI-powered customer research and messaging tools for product marketers. Companies like Intel, Verizon, Docusign, and Commvault use GetWhys to understand their buyers and craft better messaging, whether in our web app, in Slack, or directly inside AI tools like Claude. We're a small, fast-growing team with large, happy, expanding customers.

The Role

You'll own a book of customer accounts end to end: onboarding, adoption, and renewal. Accounts range from fast-moving mid-market teams to large enterprises, so you'll calibrate how deep you go with each. You'll be the person each customer trusts, and the one who spots where GetWhys can do more for them.

This isn't a traditional CS role. Our customers are sharp marketers and researchers doing complex work, and we’re regularly shipping new features for them. You'll get hands-on with how customers integrate GetWhys into their work, and work closely with our product team to shape what we build. While you don’t need a market research or marketing background, you do need the curiosity to go deep and the credibility to hold your own with PMMs.

You’ll be a critical part of helping us build the CS function. Expect to be scrappy, roll up your sleeves, and have real input into the playbooks, processes, and metrics we run on.

What You'll Own

Renewals

Own the renewal motion for your book, from early health checks through signature

Find and flag opportunities for expansion to sales and the CS lead: new teams, new users, new use cases, and higher tiers

Multithread beyond your champion and build relationships with marketing leadership

Help launch business reviews (QBRs/EBRs) that show customers the value they're getting

Partner with Sales on upsells and account continuity

Onboarding & Adoption

Run onboarding and enablement using our playbooks, and improve them as you go

Drive time-to-value and adoption across our web app, Slack, and AI integrations (MCP)

Own high usage across your book: track activity, diagnose why usage drops, and build reactivation strategies for quiet accounts

Support integration setup between GetWhys and customer tools

Cross-Functional

Partner with Sales on smooth handoffs, joining pilots and pre-sales where a CS perspective helps

Bring the voice of the customer to Product: feedback, friction, and feature requests

Share wins and patterns with Marketing, including case studies and references

What Success Looks Like

150%+ net dollar retention across your book

80%+ of your accounts actively using GetWhys

Proactive account planning

Deeper adoption over time: more active users per account, and more customers using GetWhys across web, Slack, and their AI tools

What We're Looking For

Required Experience

3-6 years in account management, sales (AE), or customer success with direct ownership of customer relationships, ideally in B2B (SaaS a big plus)

A track record of strong customer retention: keeping accounts healthy, renewing, and growing usage over time

Experience with mid-market and enterprise customers, including navigating multiple stakeholders

Working knowledge of how B2B marketing teams operate, or the curiosity to learn fast

Nice to Have

Experience selling to or supporting product marketing, marketing, or research teams

Previous consulting / professional services experience

Market research or product marketing background

Early-stage / 0-to-1 experience building process where none existed

Skills & Qualities

Natural relationship builder: you bring energy to calls and customers want to talk to you

Growth-minded: you see where an account can go next and know how to build the case for it with customers

Curious and hands-on: you learn the product deeply and enjoy getting into the weeds

Highly organized, with the ability to manage complex accounts with many stakeholders, workflows, and moving parts

Self-starter who thrives in ambiguity

Customer-obsessed and data-informed

Benefits

Healthcare, Dental, and Vision insurance (90% of your deductible, 75% of your dependents')

401(k) with 3% company match

18 company holidays, with unlimited PTO (suggested minimum of 10 business days/year)

Regular in-person gatherings

Ground-floor opportunity to help build a critical function at a fast-growing startup