Customer Success Manager

Role Overview

We're looking for a Customer Success Manager who genuinely cares about small business owners and is energised by helping them get real, measurable results. In this role, you'll own the post-sale experience for Moxpost customers — onboarding them quickly, helping them see value fast, and building the kind of ongoing relationship that turns new subscribers into long-term advocates. You'll be the voice of the customer inside Moxpost, feeding insights back into product, marketing, andsales to help us continuously improve. This is an early and high-impact role —you'll help define how Moxpost does customer success from the ground up.

What You’ll Do

You'll own the full customer journey from the moment someone signs up — making sure every customer gets setup correctly, understands how to get the most from Moxpost, and consistentlysees the business outcomes they signed up for. You'll build proactiverelationships, catch problems early, and turn satisfied customers intoenthusiastic referrers.

• Own the onboarding experience for all new Moxpost customers — guiding them through setup via WhatsApp, iMessage, or video call to ensure a fast, confident start.
• Proactively monitor customer health and engagement to identify customers at risk of churning before they do.
• Build regular check-in touchpoints with customers to review their results, celebrate wins, and uncover new opportunities to delivervalue.
• Handle customer queries, concerns, and escalations with speed, warmth, and genuine problem-solving — across email, WhatsApp, andsupport channels.
• Identify expansion and upsell opportunities where upgrading to a higher plan would genuinely serve the customer better.
• Gather customer feedback systematically and translate it into clear, actionable insights for the product and marketing teams.
• Build and maintain a library of onboarding resources, how-to guides, and FAQs that help customers self-serve effectively.
• Track and report on key customer success metrics —onboarding completion, time-to-value, NPS, retention, and expansion revenue.
• Work closely with the sales team to ensure a seamless handoff from prospect to active customer.

What We’re Looking For

We want someone who brings both genuine warmth and sharp commercial awareness to every customer relationship. You understand that customer success isn't just about keeping customers happy —it's about making sure they achieve real outcomes, stay long-term, and tellothers. You're proactive, organised, and comfortable working across a diverse portfolio of small business types at different stages of their Moxpost journey.

1. 3–5+ years of customer success, account management, orcustomer support experience — ideally in SaaS or a subscription business.
2. A genuine passion for helping small business owner ssucceed — you find their challenges interesting and their wins motivating.
3. Strong communication skills across all channels —WhatsApp, email, video, and phone — adapting your style to each customer.
4. Proven ability to manage a portfolio of accounts, prioritise proactively, and maintain strong relationships at scale.
5. Data-driven approach to customer health — you use metrics to anticipate problems, not just react to them.
6. Experience identifying and converting expansion orupsell opportunities in a way that feels natural and customer-first.
7. Comfortable with CRM and customer success tools (HubSpot, Intercom, Churnzero, or similar).
8. Ability to work independently in a remote environment and manage your own time and priorities effectively.
9. Experience in an early-stage company where you've had to build processes from scratch is a strong advantage.

Why You’ll Love Working Here

Customer success at Moxpost means working with people who are genuinely grateful for what the product does for their businesses. You'll hear real stories — the restaurant owner whose bookings tripled, the plumber who got 12 new clients in a month, the salon owner who filled her midweek slots for the first time. You'll have direct access to the founding team, real input into how the product evolves, and the satisfaction of knowing that the work you do every day makes a tangible difference to real people running real businesses.

Fully remote-friendly culture with flexible working hours.

Work directly alongside the founding team — yourdecisions matter from day one.

Competitive salary, performance bonuses, and equityoptions.

Health, dental, and vision benefits.

A fast-moving, ambitious team that values craft, ownership, and outcomes.

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