Customer Success Manager

About the position

SearchStax is seeking a Commercial Customer Success Manager (CSM) to own a high-volume, low-touch book of business consisting of mid-market accounts. This role will be instrumental in driving adoption, mitigating churn, ensuring renewals, and identifying upsell opportunities for customers using our Managed Search product. In this role, you’ll work closely with technical champions, engineers, and IT stakeholders, ensuring that our customers maximize the value of our platform while reducing friction in search deployment, scaling, and optimization. If you have experience managing technical SaaS products and working with customers in cloud infrastructure, DevOps, data management, or search technologies (such as Solr, Elasticsearch, or MongoDB), we’d love to hear from you.

Responsibilities

• Own and drive renewal conversations, proactively addressing churn risks.
• Guide customers in leveraging Managed Search capabilities, ensuring they are optimizing performance, scaling efficiently, and reducing operational overhead.
• Serve as the primary point of contact for technical champions, providing insights and best practices on search performance, uptime, and scaling.
• Identify opportunities for account growth through increased search workloads, additional environments, or premium support services and partner with Sales to close these opportunities.
• Leverage automation, campaigns, and data-driven insights to efficiently manage a portfolio of ~100 accounts.
• Work with Support and Product teams to resolve technical roadblocks, ensuring a seamless customer experience.
• Track adoption, usage trends, and risk indicators, taking proactive steps to drive retention.

Requirements

• 3+ years in Customer Success, Account Management, or Technical Account Management for a SaaS or cloud-based product.
• Comfortable discussing search infrastructure, cloud-based deployments (AWS, GCP, Azure), APIs, and database management (Solr, Elasticsearch, MongoDB, etc.).
• Experience working with DevOps, IT Ops, Engineering, or Data teams is highly preferred.
• Ability to build relationships with technical stakeholders and drive value-based conversations.
• Proven ability to meet or exceed churn mitigation, renewal, and expansion targets.
• Able to translate complex technical concepts into actionable insights for customers.
• Comfortable managing high-volume customer engagement efficiently through automation, playbooks, and CRM tools.

Benefits

• Base Salary: The base salary range for this role is $100,000-$120,000 with a 20% variable.
• Comprehensive benefits package, with potential for equity and performance-based bonuses.