About Isolocity
Isolocity is a growing B2B SaaS company and a leading provider of quality management software solutions for businesses operating in regulated and quality-driven environments. Our platform helps organizations streamline quality processes, improve compliance, and drive operational efficiency across industries such as Manufacturing, Food, Health Sciences, Cannabis, and others.
We are committed to empowering our clients with the tools, guidance, and structure they need to build and maintain effective Quality Management Systems.
The Ideal Candidate
We are seeking our first dedicated Customer Success Manager (CSM) to support a primarily SMB customer base, with responsibility for retention, expansion, and long-term value realization. This role will also support a small number of enterprise customers that require higher levels of coordination and strategic engagement.
You are comfortable working in quality-focused, regulated environments and enjoy helping customers translate quality management concepts into practical, scalable software workflows. You thrive in a growing organization, balancing structured playbooks with evolving processes, and enjoy building trusted relationships with customers over time.
Responsibilities
- Own post-onboarding relationships for a portfolio of primarily SMB customers, including some Enterprise accounts
- Serve as the primary point of contact for ongoing customer success, expansions, retention, and value realization
- Conduct structured customer check-ins and periodic reviews to ensure adoption, progress, and outcomes
- Monitor customer health signals including usage, engagement, feedback, and risk indicators
- Proactively identify at-risk accounts and execute retention strategies in collaboration with internal teams
- Identify expansion opportunities such as additional users, modules, or services based on customer needs and maturity
- Work with customers to ensure timely renewals of the Isolocity software
- Lead Quarterly Business Reviews (QBRs) primarily for higher-value or enterprise customers
- Encourage effective adoption through a mix of guided engagement and self-service resources
- Contribute to the refinement of Customer Success playbooks, processes, and templates
- Share insights on customer challenges, success patterns, and product gaps with internal teams
- Collaborate closely with Support, Onboarding, Product, and Sales teams to improve the overall customer experience
Experience
- 2–4 years of experience in Customer Success, Account Management, or a related SaaS role with a focus on retention and expansion
- Solid background in Quality Management, with an understanding of Quality Management Systems or compliance-driven environments & Software
- Experience supporting SMB customers at scale, with some exposure to enterprise accounts
- Experience working in regulated industries is an asset
- Familiarity with CRM systems and customer health tracking tools
- Strong communication and relationship-building skills
- Comfortable working in a growing, evolving environment where processes are still maturing
Success Indicators and Drivers
Retention & Health
- Gross Retention Rate (GRR)
- Net Revenue Retention (NRR)
- Percentage of accounts with current health status defined (Green / Yellow / Red)
Expansion
- Expansion revenue generated (upsells, cross-sells)
- Ongoing Expansions
- Percentage of eligible accounts with identified expansion opportunities
Engagement & Value
- QBR completion rate for eligible accounts
- Adoption trends across core platform features
Operational Effectiveness
- On-time renewals
- Quality and consistency of CRM updates
- Customer feedback trends (CSAT and qualitative feedback)
Compensation
- Base salary + Bonus: Very competitive OTE
Perks
- Full remote work opportunity – we are a virtual business
- Flexible hours – performance measured by outcomes and KPIs, not time logged
- Health Insurance + HSA
- Performance-based bonus
- Supportive and collaborative team environment
- Opportunity to grow with a scaling SaaS company
- Semi-annual in-person sync-ups to collaborate, plan, and celebrate wins
#LI-Remote
Thank you for considering this opportunity. Funded.club Senior Recruiters partner exclusively with Startups and are in direct communication with hiring managers and founding team members.
Funded.club uses AI-assisted tools as part of our candidate sourcing and screening process. All applications are reviewed by a human recruiter, who makes all decisions about which candidates to progress. If your application seems like a good fit for the position, a real member of our team will contact you soon!
Skills Required
- 2-4 years in Customer Success, Account Management, or related SaaS role focused on retention and expansion
- Solid background in Quality Management or understanding of Quality Management Systems/compliance-driven environments and software
- Experience supporting SMB customers at scale with some exposure to enterprise accounts
- Familiarity with CRM systems and customer health tracking tools
- Strong communication and relationship-building skills
- Comfortable working in a growing, evolving environment with maturing processes
- Experience working in regulated industries
Funded.club Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Funded.club and has not been reviewed or approved by Funded.club.
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Fair & Transparent Compensation — Compensation is presented as globally equal rewards with salary transparency and written agreements on recruiter payouts. This points to a clear, structured pay approach.
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Strong & Reliable Incentives — Incentives include uncapped commissions alongside guaranteed earnings for project work. This setup emphasizes dependable, performance-linked income potential.
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Leave & Time Off Breadth — Time off is framed as unlimited vacation. This signals expansiveness in leave policies.
Funded.club Insights
What We Do
Funded.club (founded 2019) is a fixed-fee recruiting partner for funded startups and fast-growing teams across North America, Europe and APAC. Rather than charging a percentage of salary, Funded.club agrees a fixed fee per hire upfront, averaging 6–9% of annual salary against the 20–25% typical of contingency recruiters, so hiring costs stay predictable as teams scale. A dedicated recruiter runs each search end to end: sourcing, headhunting, screening and support through offer. First screened candidates arrive within 7 days. Fixed fees run from $4,900 to $21,900 per hire. We've helped 500+ startups from Seed to Series D hire engineering, sales, marketing, product and operations talent, for customers including Supernova.io, WeTravel, VKTRY Gear and Cobalt Robotics. We're a remote team of founders and recruiters, and recruiting is all we do.
Why Work With Us
We're a small, fully remote team working with funded startups on six continents. You'll run searches end to end, work directly with founders, and see the impact of every hire you make. Recruiting is all we do, so you'll learn fast from people who live it every day.
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