Customer Success Manager
•Cloudflare· 8h
SupportFull-timeEurope
8h ago
Silktide·30 days ago
Silktide’s mission is to make the web better for everyone.
Organizations around the world use the Silktide platform to help deliver great web experiences that are accessible to all. Our customers include Fortune 500 Global companies, universities, local and state government agencies.
Silktide is self-funded and is more than doubling in size each year. Joining us now will mean you’ll be a big part of our growth and your career can skyrocket alongside our success.
Our customers love us (4.8 on G2) and our staff are pretty happy, too (4.8 on Glassdoor).
We believe in giving our team the freedom to innovate and make a real impact. We value creativity and initiative, allowing you the space to own your work and push boundaries.
As a Customer Success Manager, you’ll focus on ensuring our customers are successful throughout the customer lifecycle, helping them realize ongoing value from the platform.
You will:
Own a high-volume portfolio of customers and deliver success through repeatable, scalable processes - prioritising time and effort where it has the biggest impact
Deliver best-in-class onboarding and training sessions to ensure customers are set up for success
Maintain strong customer health by monitoring engagement and usage, and taking action where needed
Identify and qualify opportunities for expansion (CSQLs) and collaborate with Account Managers to support growth initiatives
Champion long-term customer success by demonstrating consistent ROI and helping reduce churn
Recommend consultancy services or audits to support accessibility and compliance efforts
Contribute to social proof through G2 reviews, testimonials, and case studies that showcase customer impact
Respond to customer queries through Intercom and provide proactive support that helps them reach their goals
Follow our CS playbooks and operational processes to ensure consistent, scalable delivery
Keep immaculate operational hygiene: account notes, tasks, risks, and next steps accurately logged so anyone can pick up context instantly
You will spend 3 days per week in our Downtown Austin office, with the remaining days for focused work. We value time together for coaching, collaboration, and learning from one another. You will also collaborate with teammates in the UK, Denmark, Germany, and Australia.
You have 2+ years of experience in a Customer Success or client-facing role, managing a portfolio of customers
You’re highly organized, comfortable juggling multiple priorities, and can keep lots of plates spinning without dropping the details
You enjoy working within clear processes and playbooks, and you’re thoughtful about improving them when needed
You build trust quickly, deliver strong training, and have the commercial instinct to identify when a customer would benefit from expanding their usage, then guide that conversation clearly and professionally
You excel at simplifying complex concepts for both technical and non-technical audiences
You are proactive: you spot risks early, take ownership, and follow through
You’re comfortable using systems (CRM, ticketing, product usage data) to drive consistent customer outcomes
You live in (or close to) Austin, Texas, and can work hybrid
You’re uncomfortable presenting to an audience
You’re uncomfortable guiding customers toward additional products or services, even when there’s a clear value case
You shy away from fast-paced environments
You need someone to tell you exactly what to do
You strongly prefer ad-hoc ways of working over following (and improving) defined processes
Base salary: $80,000 - $90,000
OTE: $100,000 - $112,500
A shiny new MacBook
20 days paid vacation + public holidays, increasing with tenure
Private Insurance (Health, Dental & Vision) & Wellness Allowance
Company Sponsored Pension & Enhanced Paternity/Maternity
Casual Dress Code, Flexible Schedule, Weekly Paid Lunches & Monthly Company Outings