Customer Success Manager

About the Role

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.

If this sounds like you, let’s talk! 

What You Will Do

• Customer Retention & Renewals: Own and drive renewal conversations, proactively addressing churn risks.

• Adoption & Enablement: Guide customers in leveraging Managed Search capabilities, ensuring they are optimizing performance, scaling efficiently, and reducing operational overhead.

• Technical Customer Engagement: Serve as the primary point of contact for technical champions, providing insights and best practices on search performance, uptime, and scaling.

• Account Expansion: Identify opportunities for account growth through increased search workloads, additional environments, or premium support services and partner with Sales to close these opportunities

• Low-Touch Engagement Strategy: Leverage automation, campaigns, and data-driven insights to efficiently manage a portfolio of ~100 accounts.

• Issue Escalation & Advocacy: Work with Support and Product teams to resolve technical roadblocks, ensuring a seamless customer experience.

• Customer Health Monitoring: Track adoption, usage trends, and risk indicators, taking proactive steps to drive retention.

What You Must Have 

• 3+ years in Customer Success, Account Management, or Technical Account Management for a SaaS or cloud-based product.

• Technical Acumen: Comfortable discussing search infrastructure, cloud-based deployments (AWS, GCP, Azure), APIs, and database management (Solr, Elasticsearch, MongoDB, etc.).

• Industry Background: Experience working with DevOps, IT Ops, Engineering, or Data teams is highly preferred.

• Customer-Centric Mindset: Ability to build relationships with technical stakeholders and drive value-based conversations.

• Results-Driven: Proven ability to meet or exceed churn mitigation, renewal, and expansion targets.

• Strong Communication Skills: Able to translate complex technical concepts into actionable insights for customers.

• Process-Oriented: Comfortable managing high-volume customer engagement efficiently through automation, playbooks, and CRM tools.

Pay Transparency

• Base Salary: The base salary range for this role is $100,000-$120,000 with a 20% variable.

• Salary Structure: Our salary ranges are determined by market analysis and are designed to evolve with job performance over time.

• Additional Benefits: Beyond base salaries, SearchStax employees enjoy a comprehensive benefits package, with potential for equity and performance-based bonuses.

We work hard to present an equitable and fair offer. We look at the candidate’s knowledge, skills, and experience, along with their compensation expectations and align that with our company equity processes to determine our offer ranges.

Additional Information

We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that SearchStax upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company.

SearchStax is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.

E-Verify process is completed in conjunction with the Form I-9 Employment Eligibility Verification on or before the first day of work. E-Verify is not used as a tool to pre-screen candidates. For up-to-date information on E-Verify, go to https://www.e-verify.gov/.