Customer Success Manager

About the role

As a Customer Success Manager at Coframe, you will act as the primary liaison between our customers and internal teams, ensuring that each client’s experimentation program runs smoothly, delivers measurable ROI, and scales over time. The position reports to the Head of GTM and works onsite in the San Francisco office.

Key responsibilities

• Own customer outcomes from onboarding through renewal, driving measurable ROI.
• Lead onboarding by coordinating handoffs, timelines, and approvals with Growth Strategists and engineers.
• Serve as day‑to‑day point of contact, ensuring experiments launch, variants are approved, and results are communicated.
• Conduct business reviews, run demos, and identify opportunities to deepen product adoption.
• Champion the customer internally, translating feedback into product roadmap priorities.
• Identify and close upsell and cross‑sell opportunities, owning net revenue retention targets.
• Define and iterate on CSM processes, success metrics, and scalable frameworks as the company grows.

Required profile

• 3+ years of Customer Success or Account Management experience in B2B SaaS (AI, MarTech, or Growth tools a plus) with strong retention and expansion track record.
• Metrics‑obsessed: able to quantify customer value, build ROI narratives, and use data in strategic conversations.
• Trusted advisor capable of building deep relationships with senior stakeholders (VPs of Growth, CMOs, CPOs).
• Deep product knowledge of A/B testing, conversion optimization, and AI‑driven experimentation.
• Skilled negotiator comfortable leading renewal and upsell discussions.
• Builder mentality: eager to create systems from scratch and define best‑in‑class customer success.
• High agency and curiosity about AI and autonomous agents.

What we offer

• Flexible (unlimited) paid time off
• Medical, dental, and vision benefits for you and your family
• 401(k plan with company match
• Daily in‑office meals
• Wellness benefit, including gym membership