Senior Customer Success Manager

About us

SearchStax is a leading cloud-native search platform enabling web teams to deliver powerful search in an easy, fast, and cost-effective way. We are on a mission to make powerful search easy for enterprises across the globe. We are self-funded and profitable.

Our products are used by 600+ brand-name customers. The search market is growing fast. We feel we are uniquely positioned to continue to lead the search market for many years to come. 

Our team is composed of smart, driven subject matter experts who love to collaborate and solve problems in new / creative ways. We value the importance of bringing diverse backgrounds and interests to the collaboration process. We prioritize work-life balance and strive to promote an energizing and healthy environment. 

Our Values 

• Ownership

• Lead humbly

• Results focused

• Customer Obsession

• Embrace and drive change

• Innovation and continual Improvement

About the Role

At SearchStax, our Customer Success Managers (CSMs), are embedded in the heart of our customer relationships. This role is focused on understanding each customer’s unique needs and use cases, helping them realize the full value of our platform, and turning that value into measurable outcomes and compelling advocacy.

CSMs build deep, trusted relationships across all levels of the organization—from day-to-day users to executive sponsors. You'll navigate account dynamics, uncover business goals, develop account plans, and proactively manage risk while driving product adoption and long-term success.

You will help customers articulate and quantify the business value of our solutions, tell their stories, and become advocates. Internally, you will collaborate closely with Product, Sales, and Support to align on customer priorities, contribute to scalable processes, and bring the voice of the customer to life.

As part of a growing start-up, you’ll play a foundational role in building the muscle of Customer Success—mentoring teammates, shaping workflows, and helping us scale with excellence.

You are naturally curious to learn about our customers, their industries, their use cases and feel comfortable driving discussions with various stakeholders to build your knowledge.

As part of an early-stage startup team, you’ll manage a dynamic portfolio of customers ranging from Mid-Market to Enterprise, each with varying ARR levels and strategic needs.

If you thrive at the intersection of customer insight, strategic execution, and value delivery—we’d love to meet you.

What You Will Do

• Deeply understand customer goals, use cases, and success metrics through ongoing discovery

• Build trusted relationships with both daily users and executive stakeholders

• Lead and manage the onboarding process, ensuring clear expectations, a smooth rollout, and early product adoption milestones

• Guide customers through value realization—helping them articulate, document, and quantify the impact of our solutions

• Develop strategic account plans that align to business outcomes and support long-term growth

• Identify and mitigate risk by proactively creating and managing project-level risk plans

• Facilitate regular success check-ins and strategic business reviews

• Collaborate with Product, Sales, and Support to ensure alignment and advocate for customer needs

• Drive meaningful business reviews or related customer activities to drive strategic discussions and ensure alignment between SearchStax and customers’ leadership

• Support and mentor other CSMs by sharing best practices, processes, and insights

• Surface opportunities for expansion, renewals, and cross-sell through partnership and insight

• Identify, develop, and amplify customer success stories and advocates

• Actively contribute to building a high-performance, scalable Customer Success function in a start-up environment

• Partner with Account Managers / Account Executives / Technical Account Managers to build long-terms strategies with customers

What You Must Have

Customer & Account Management Skills

• Consultative mindset with strong discovery, listening, and value articulation skills

• Excellent relationship-building and stakeholder management across all levels of an organization

• Strong communication and storytelling abilities—both written and verbal

• Strategic thinking combined with tactical execution—able to zoom in and out

• Comfort with ambiguity, change, and startup velocity

• Strong sense of ownership, proactive mindset, and accountability for outcomes

• Cross-functional collaborator who thrives in a team-first environment

• Natural mentor with a passion for coaching and elevating peers
  

Minimum Qualifications (Knowledge, Skills, and Abilities)

• 6+ years in a Customer Success, Account Management, or Strategy role with enterprise or mid-market customers

• Inherently technical and curious with a strong aptitude to learn our products and related ecosystems

• Proven experience helping customers quantify business value and deliver measurable outcomes

• Track record of managing account plans, identifying risk, and driving mitigation strategies

• Experience mentoring or coaching peers within a customer-facing team

• Skilled in customer storytelling, executive communication, and success planning

• Familiarity with SaaS, cloud technologies, and ideally digital experience platforms

• Experience working cross-functionally with Product, Sales, and Support teams

• Bachelor's degree in Business, Communications, or a related field preferred

• Prior exposure to search, database, cloud, and infrastructure technology is a plus

• The ability to act with a high level of autonomy and leverage resources based on customer needs

What's In It For You

• 🌍 Remote-First: We're a diverse team spanning the United States and India, with collaborative workspaces in Los Angeles, CA and Boston, MA.

• 💰 Competitive Compensation & Stock Options: We want you to share in our success. As a team member, you'll have the chance to become a shareholder.

• 🌱 401k Match: We offer a 4% match on 401k contributions to help you save for the future.

• 💉 Healthcare Benefits: Your health matters! We've got you covered with comprehensive medical, dental, and vision plans. Best of all, we foot the bill for 100% of employee-only premiums.

• 🌴 Paid Time Off: We value work-life balance. We offer flexible vacation time and paid holidays.

• 🚀 Exciting Growth Opportunities: We are building cutting-edge open source and cloud technology. There is no shortage of opportunities to innovate and grow your career.

Pay Transparency

• Base Salary: This position offers a base salary range of $105,000 to $145,000 annually, with an additional annual incentive target of 20% of your base compensation. Compensation package offered may vary depending on skills, experience, job-related knowledge and location.

• 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.
Each we review company performance and may grant discretionary bonuses to eligible team members.

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/.