Customer Success Manager (CSM)

About MoeGo 🐾

MoeGo is on a mission to transform the future of pet care business, from small-business groomers to franchise doggie hotels. The dedicated entrepreneurs behind these businesses keep our beloved pets happy and healthy—the majority of them are first-time business owners, and more than 80% are women. They deserve comprehensive technology solutions that keep their businesses operating smoothly end-to-end, so they can focus on healthy pets and happy pet parents. 

Join us to help these “pet-repreneurs” build and grow thriving businesses—every conversation with a customer and every feature goes toward this larger purpose. From automated booking to payments and communication tools, MoeGo eliminates the administrative stress of running a pet care business. If you’re looking for a career that combines innovation with heart, MoeGo is the place where technology meets tail wags. Join us in shaping the future of pet care, one happy groomer, one joyful pet, and one loving owner at a time.

About the Role

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.

Key Responsibilities:

• Customer Post-Onboarding Experience: Guide new customers through a seamless post-onboarding experience, ensuring they are set up for long-term success with MoeGo.

• Customer Engagement & Retention: Proactively check in with customers to ensure they are adopting key features and getting value from the platform.

• Product Expertise & Consultation: Educate customers on best practices and provide solutions tailored to their unique business needs.

• Proactive Account Management: Identify customer pain points, provide strategic recommendations, and take action to reduce churn.

• Upselling & Expansion: Identify opportunities for account growth by introducing new features and upselling relevant solutions.

• Advocacy & Customer Insights: 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

• Support Escalations & Issue Resolution: Work cross-functionally with the Support team to ensure customer issues are resolved quickly and effectively.

• Create Happy Customers: Deliver an experience so valuable that our customers proudly become our strongest champions.

Minimum Qualifications:

• 3+ years of experience in Customer Success, Account Management, Sales, 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 and build trust with them.

• 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.

Preferred Qualifications:

• Experience in Pet Tech, SaaS, or service-based software solutions.

• Background in customer success, onboarding, or sales .

• A passion for the pet care industry and a desire to help small business owners succeed.

MoeGo offers a competitive compensation package (base salary, performance bonus, and benefits). This includes flexible benefit plans to employees and their family members at no cost to the employees and 401(k) matching.

MoeGo is committed to creating a diverse and inclusive work environment, and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.