Customer Success Manager (CSM)

About the position

As a Customer Success Manager (CSM) at MoeGo, you will play a critical role in ensuring our small to mid-sized business customers achieve success with our platform. Your mission is to drive adoption, satisfaction, and long-term retention by providing personalized support, proactive engagement, and strategic guidance. You’ll be the go-to partner for our customers, helping them streamline operations, improve efficiency, and grow their businesses with MoeGo’s solutions. This is an exciting opportunity to join a fast-growing Series A startup where customer success is at the heart of what we do. You’ll collaborate closely with Onboarding, Product, Support, and Sales teams to deliver an exceptional customer experience while contributing directly to MoeGo’s growth.

Responsibilities

• Guide new customers through a seamless onboarding experience, ensuring they are set up for success with MoeGo.
• Proactively check in with customers to ensure they are adopting key features and getting value from the platform.
• Educate customers on best practices and provide solutions tailored to their unique business needs.
• Identify customer pain points, provide strategic recommendations, and take action to reduce churn.
• Identify opportunities for account growth by introducing new features and upselling relevant solutions.
• Serve as the voice of the customer by collecting feedback, identifying trends, and sharing insights with internal teams to improve the product and customer experience.
• Work cross-functionally with the Support team to ensure customer issues are resolved quickly and effectively.

Requirements

• 3+ years of experience in Customer Success, Account Management, or a related customer-facing role, preferably in SaaS.
• Experience managing a portfolio of SMB and mid-market customers, driving adoption and retention.
• Strong communication and relationship-building skills—you can connect with business owners and operators with ease.
• Comfortable with technical conversations and able to explain software features in a simple, business-friendly way.
• A proactive mindset with problem-solving skills and a customer-first attitude.
• Experience with CRM tools (e.g., Salesforce, Hubspot) and customer engagement platforms.
• Ability to thrive in a fast-paced startup environment where adaptability is key.

Nice-to-haves

• Experience in Pet Tech, SaaS, or service-based software solutions.
• Background in customer success, onboarding, or customer education.
• A passion for the pet care industry and a desire to help small business owners succeed.

Benefits

• Competitive compensation package (base salary, performance bonus, and benefits).
• Flexible benefit plans to employees and their family members at no cost to the employees.
• 401(k) matching.