Careers
Customer Success Manager
FifthBoston Helm · Full-time · Remote (US)
FifthBoston Helm is hiring a Customer Success Manager to help new and existing clients get the most out of the Helm platform. You will own the onboarding experience, develop ongoing relationships with accounts, identify expansion opportunities, and serve as the voice of the customer inside the FifthBoston team.
What you will do
- Lead onboarding for new Helm clients, including platform setup, training, and configuration to match each client's business workflows
- Manage a portfolio of active Helm accounts with regular check-ins, proactive health monitoring, and quarterly business reviews
- Identify and act on expansion opportunities by understanding client goals and connecting them with additional Helm features, FifthBoston Services programs, or SVN Labs capabilities
- Serve as the primary point of escalation for client issues, coordinating with the SVN Labs engineering team and Helm support to resolve problems quickly
- Capture client feedback systematically and communicate product gaps, feature requests, and common friction points to the Helm product team
- Contribute to onboarding documentation, training materials, and best-practice guides that help clients succeed independently
What we are looking for
- 2 or more years of experience in a customer success, account management, or client services role, ideally at a SaaS or technology company
- Genuine curiosity about how small businesses operate and a desire to help them succeed with technology
- Strong organizational skills and the ability to manage multiple accounts simultaneously without letting details slip
- Comfortable learning software platforms quickly and explaining them clearly to users with varying levels of technical comfort
- Calm, solution-oriented communicator who handles escalations with professionalism and follow-through
- Experience with CRM tools and familiarity with email marketing or booking platforms is a plus
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