Note: The job is a remote job and is open to candidates in USA. Surfline department is dedicated to connecting people with the ocean and enhancing their maritime experiences. They are seeking a Customer Success Manager to lead the post-sale journey, ensuring clients receive measurable value from the platform while building and refining customer success processes.
Responsibilities
- Serve as the primary point of contact for clients post-sale, owning the end-to-end customer experience
- Lead onboarding, ensuring clients are set up for success with clear expectations, goals, timelines, and deliverables
- Align with clients on goals, success metrics, and use cases; track progress and outcomes over time
- Coordinate closely with Camera Operations on installation planning, logistics, and delivery timelines
- Partner with Data Science to ensure accurate, timely, and actionable data delivery
- Manage day-to-day client communication, inquiries, and issue resolution with a proactive mindset
- Drive customer product adoption through training, education, and ongoing engagement
- Monitor client health, satisfaction, and retention; identify risks and address them early
- Collaborate with Sales on renewals, upsells, and expansion opportunities
- Act as the voice of the customer internally, helping shape product and service improvements
Skills
- 4-5+ years of experience in customer success, account management, operations, or a similar client-facing role
- Strong track record of managing and growing client relationships post-sale, with clear ownership of outcomes
- Experience operating in ambiguous, fast-moving environments where processes are not fully defined
- Proven ability to build, refine, and scale processes with minimal oversight
- Highly organized, with strong project management skills and attention to detail across multiple work streams
- Excellent communicator who can build trust with diverse stakeholders, from municipal partners to technical teams
- Comfortable working cross-functionally to coordinate complex projects and timelines
- Proactive, resourceful, and solutions-oriented, with a strong sense of ownership and accountability
- Experience working in a startup or early-stage business environment
- Familiarity with government (B2G) or enterprise clients
- Experience with data products, analytics platforms, or technical solutions
- Interest in cutting-edge technology, particularly AI and computer vision
- Background or interest in coastal science, oceanography, or related fields
- Personal passion for the ocean, beaches, or surfing
Benefits
- 100% company-paid healthcare (medical, dental, and vision)
- A 401(k) plan and match
- 'Use What You Need' PTO
Company Overview