Customer Success Manager (Social, Remote)

Position: Customer Success Manager, full-time
Location: US-based, PST. Remote + special consideration for San Francisco or Sacramento natives
Compensation: $75,000-85,000 per year with stock options
Benefits: Amazing full medical and dental coverage
Join us in an impactful, high-visibility role where you’ll define the customer success experience and build a first-of-its-kind social community growth platform. This is a unique opportunity to build and scale your own department within a company poised for growth.
About Us
Scrollmark fuels social community growth, drives revenue, and identifies sentiment by using social media engagement as a catalyst. Our platform enables customers like Cetaphil, Tree Hut, Fox Racing, and Old Navy to connect with their audience through context-based conversational journeys, customizable social loyalty programs, DM subscriptions, and intelligent social sentiment analysis.
As a venture-backed, early-stage startup (raising $8M led by top VCs), we’re looking for talented and driven team member who believe in our mission. We're expanding our customer base rapidly, with nearly 90% of sign-ups converting to paid customers. Our team is committed to creating an inclusive, passionate, and supportive environment.
About You

• You're someone who has worked in social media marketing, or has been a social media manager before.

• You possess 2+ years of customer-facing experience.

• You’re excited to build processes from the ground up, and thrive in a fast-paced startup environment

• You have exceptional organizational, communication, and writing skills.

• Bonus if you're familiar with HubSpot CS Suite and local to San Francisco or Sacramento.

Responsibilities

• Create and maintain a comprehensive knowledge base and public documentation on Coda

• Conduct regular reviews of major accounts, identifying growth opportunities and optimizing platform usage

• Generate EOM/EOQ reporting using our software suite

• Build journeys for customers in Scrollmark using success criteria

• Influence product direction by gathering and relaying customer feedback to enhance platform features and usability

In Your First 3 Months, You will:

• Build relationships with founding team members and leadership, fully immersing yourself in our platform

• Guide new customers from onboarding to launch, setting a high standard for customer experience

• Become a product expert, supporting cross-functional teams with insights and expertise

• Build out scalable processes, knowledge bases, and other resources to empower our future Customer Success team

• Establish regular communication with new and existing customers through Slack, Teams, and email - proactively addressing issues and collecting insights for case studies

If you're ready to join a team that’s pushing the boundaries of social commerce and lay the groundwork for Customer Success at a growing company, we’d love to meet you!