[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Cephable is hiring a Customer Success Manager to own enterprise customer success after the sale. The role leads pilots and deployments, manages customer adoption and relationship health, handles escalations, and builds a repeatable customer playbook.

Responsibilities

• Pilot programs, end to end. When a prospect signs a pilot, it's yours. Agree on success criteria and a timeline, coordinate with the customer's IT and security teams, get Cephable deployed, track progress, and run the readouts
• Existing customers. Own the day-to-day relationship with our live accounts: adoption, health, and making sure the people using Cephable get real value from it
• Escalation owner. You're the customer's first point of contact when an issue comes up or a stakeholder needs reassurance. Resolve what you can, bring in engineering when it's needed, and keep the customer informed throughout
• Early warning. Spot relationship risk before anyone else (a champion going quiet, a reorg, a stalled security review) and bring it to leadership early, with your read on what to do
• Expansion signals. When you see a chance to grow an account, hand it to sales with the context they need
• The customer playbook. Turn our pilot and onboarding approach into a documented, repeatable program that scales as the customer base grows

Skills

• Five or more years in B2B software in customer success, implementation, or solutions consulting, including time in an early-stage or high-growth environment where you owned the work hands-on
• You've run enterprise pilots or deployments from kickoff to readout, including at least one that went off the rails and that you brought back
• You're comfortable with a customer's IT and security team talking rollout, device management, and data handling. You don't need to be an engineer, but you can't need one in every meeting
• You follow through relentlessly. Dates, owners, and next steps are how you work, not something you get reminded about
• You read people well and know the difference between a customer who's busy and one who's checking out
• You communicate clearly and professionally with executives and end users alike, and you want ownership more than a process someone else designed

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