Customer Success Manager

Customer Success Manager (CSM) Location: Remote (Must accommodate US East Coast working hours) About Us Partnerships are the future of go-to-market. They drive 30-50% of company revenue, yet most partner teams are stuck with spreadsheets, email chains, and outdated CRMs - tools never built for partnerships at scale. The result? Wasted time, lost deals, and inefficiencies that kill growth. EULER is the AI-native PRM for modern partnership teams - built to replace manual work, eliminate partner friction, and turn partner activity into repeatable revenue and measurable ROI. Our mission: make partner revenue scalable and predictable. We grew 600% YoY in 2025 and serve industry leaders - consistently winning against legacy solutions. We move fast, build intentionally, and focus on delivering real value. If you're excited to solve big problems, work with smart teammates, and shape the future of partner tech, we'd be glad to meet you. Role Overview As our first Customer Success Manager, you will play a pivotal role in shaping the customer experience at EULER. You will ensure our customers achieve their desired outcomes while using our PRM solutions. This role requires a technical background and a willingness to wear many hats, directly impacting customer retention, satisfaction, and the overall success of our customers and partners. This is a career-defining role. We expect to build our entire customer-facing org around YOU. Key Responsibilities Customer Onboarding Lead the onboarding process for new customers, ensuring a smooth transition and successful implementation of Euler's software. Conduct product training sessions tailored to customer needs, enabling them to maximize the value of our solutions. Technical Support and Issue Resolution Provide technical support to customers, troubleshooting and resolving issues related to our software. Work closely with the engineering team to escalate and resolve complex technical issues. Relationship Management Build and maintain strong relationships with key stakeholders within customer organizations. Act as the main point of contact for customers, addressing their queries and concerns promptly and effectively. Customer Success Planning Develop and execute customer success plans that align with customer goals and objectives. Regularly review customer usage and engagement metrics to identify opportunities for improvement and growth. Product Advocacy and Feedback Serve as a customer advocate, providing feedback to the product team on feature requests and areas for improvement. Keep customers informed about product updates, new features, and best practices. Retention and Growth Monitor customer health metrics to identify at-risk accounts and develop strategies to mitigate churn. Drive customer renewals and identify opportunities for upselling and cross-selling additional products or services. Customer Success Metrics Track and report on key customer success metrics, such as customer satisfaction (CSAT), Net Promoter Score (NPS), and customer lifetime value (CLV). Continuously refine processes and strategies to improve these metrics. Qualifications Experience 5+ years of experience in customer success within a B2B SaaS environment. Skills Exceptional command of English, both written and spoken, is a must. You should be able to communicate complex ideas clearly and effectively, as if you were a native speaker. Strong technical aptitude with the ability to understand and explain complex technical concepts. Proficiency in customer success software and CRM tools (e.g., HubSpot, Salesforce). Strong interpersonal and communication skills. Ability to build and maintain relationships with customers and internal teams. Excellent problem-solving and critical-thinking abilities. Knowledge Understanding of PRM solutions and the SaaS business model. Experience with onboarding, training, and supporting B2B customers. Attributes Highly organized with a customer-centric mindset. Self-motivated and able to work independently in a fast-paced startup environment. Adaptable and able to manage multiple priorities. A "jack or jill of all trades" mentality, willing to take on various tasks to support the team and our customers. Why Join Us? Impact: Be a foundational member of our team, directly influencing the growth and success of our customers and our company. Growth: Opportunities for professional development and career advancement as we scale. Culture: A collaborative and supportive work environment where your ideas and contributions are valued. We'd love to meet you.