Customer Success Manager

Customer Success Manager

Location: Remote | Full-Time

US Candidates Only

About Glammatic

Glammatic is an all-in-one growth platform to help salons & spas grow online automatically. Salon owners use Glammatic to attract new guests & staff, showcase their brand, and streamline their operations. We manage their websites, SEO, social media, and much more. 

As a Customer Success Manager (CSM), you will serve as the primary point of contact for customers, guiding them through the onboarding, implementation, and post-launch phases. You’ll ensure smooth transitions, clear communication, and a streamlined customer experience, helping clients maximize the value of their new website.

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Key Responsibilities

• Serve as the primary point of contact for new and existing customers, guiding them through onboarding, implementation, and long-term success.
• Lead structured onboarding sessions to align on customer goals, introduce key tools and resources, and ensure a smooth handoff from sales.
• Develop a deep understanding of customer needs and use cases to drive adoption, engagement, and satisfaction.
• Coordinate with cross-functional teams (e.g., implementation, engineering, design) to deliver high-quality solutions and ensure timely project milestones.
• Manage and communicate customer feedback, translating it into actionable insights for internal teams and ongoing product/service improvements.
• Track and manage progress across multiple customer accounts, providing proactive updates and ensuring deadlines and expectations are met.
• Conduct regular check-ins and strategic business reviews to assess customer success, identify opportunities for growth, and address any concerns.
• Support customers post-launch by responding to inquiries related to platform usage, billing, integrations, or service adjustments.
• Collaborate on the development of resources such as help center articles, training materials, or FAQs to support scalable customer success.
• Advocate for customers internally, ensuring their voice is represented in product discussions and strategic planning.
• Monitor customer health metrics and implement retention strategies to reduce churn and increase long-term value.

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Qualifications

• 2+ years of experience in customer success, account management, project coordination, or implementation roles—preferably in digital marketing, tech, or creative services.
• Proven ability to understand customer goals and translate them into clear, actionable steps for internal teams such as design, development, and marketing.
• Detail-oriented with a strong sense of ownership—comfortable reviewing deliverables, catching inconsistencies, and ensuring high-quality output across client-facing projects.
• Excellent verbal and written communication skills, with confidence in leading client meetings, managing multiple communication threads, and delivering timely follow-ups.
• Strong organizational and time-management skills; capable of juggling multiple clients, deadlines, and task cycles in a fast-paced environment.
• Familiarity with common project management and communication tools (e.g., Slack, Front, Monday.com, Notion, or similar platforms).

Bonus Points (Nice-to-Have Experience)

• Experience working in early-stage startups or high-growth environments where adaptability and self-direction are key.
• Exposure to website development workflows, including content coordination, SEO best practices, and domain setup or platform launches.
• Preference for New England and/or Boston-based candidate

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Benefits & Perks

• $70–80K OTE – Competitive compensation based on experience
• 100% Health Insurance Coverage – Comprehensive medical, dental, and vision insurance
• Employer HSA Contribution – Annual contribution to your Health Savings Account
• Unlimited PTO – Flexible vacation and personal time to recharge when needed
• Remote-first flexibility – Thrive in a flexible, fully remote environment that empowers you to do your best work
• Fast-paced, collaborative culture – Join a team that thrives on ownership, efficiency, and cross-functional collaboration.
• Career development support – Access to mentorship, growth opportunities, and skill-building resources
• Creative team culture – Participate in regular team events, virtual hangouts, and a vibrant, mission-driven work environment
• Meaningful impact – Help entrepreneurs and service-based businesses grow online with high-quality digital solutions

If you’re passionate about delivering exceptional customer experiences and want to be part of a dynamic team, apply today to become a Customer Success Manager at Glammatic!