We are The Receptionist, a Denver-based SaaS team rooted in the RiNo district. We make workplace check-ins simple, secure, and friendly across our products, TR4iPad and Receptful.
The Customer Success Manager (CSM) is responsible for developing relationships for our enterprise customer base across both products that promote retention and loyalty, provide ongoing support and product knowledge, and ensure customers achieve their desired outcomes. Additionally, the CSM will work closely with the Onboarding, Sales, and Product teams to strengthen our education strategy as we scale, gather feedback to drive product improvements, and align customer needs with business goals.We will be recruiting for this role in Q4 2025 with an anticipated start date in Q1 2026.
What you will be doing- Own a book of enterprise and strategic accounts; serve as the trusted post onboarding point of contact to reduce churn and promote retention across both of our products.
- Build strong relationships through one-to-one conversations and provide clear guidance on best practices to utilize our product.
- Lead trainings for new stakeholders and partner with existing stakeholders to drive adoption and ongoing education.
- Act as the voice of the customer by sharing insights that inform product improvements.
- Proactively manage account health by checking in regularly, monitoring health scores, and removing blockers.
- Drive renewals and expansion, prepare renewal invoices, and resolve payment questions.
- Provide ongoing support and technical troubleshooting throughout the customer lifecycle; escalate cross-functionally when necessary.
- Solicit public reviews and customer stories to fuel advocacy and brand reputation.
- Document and provide clear reporting on KPI’s for leadership visibility and forecasting.
- Stay current on industry trends to help shape Customer Success playbooks, systems, and strategies as we scale.
Requirements
- Five or more years in Customer Success, Account Management, or a related client-facing role.
- Three or more years directly supporting enterprise customers.
- One or more years in a B2B SaaS startup environment.
- Experience supporting enterprise customers in manufacturing is preferred but not required.
- Customer first mindset, proactive approach, and a collaborative teammate.
- Excellent communication and relationship skills with comfort leading trainings and executive updates.
- Strong problem-solving and the ability to manage multiple projects at once.
- Proficiency with project management and customer success tools.
- Data-driven approach with the ability to analyze and act on customer signals.
- Strong organization and time management skills.
- Values alignment with FABRIC and our employee supremacy model.
- While this is a hybrid role, candidates should live within commuting distance of our Denver office to support occasional in-person work and collaboration.
As a company, we live by the principles of Employee Supremacy and our core values of FABRIC. Employee Supremacy means we act with intention in favor of employees instead of shareholders. This creates an environment that’s authentic for customers and fulfilling for our team — leading to sustainable, healthy growth.
Our core values, FABRIC (Fun, Authentic, Bold, Respectful, Innovative, Collaborative), are woven into everything we do. They give us a shared language and help us create a vibrant, positive culture at scale.
Here’s how this shows up in our daily work:
- We pursue intentional growth—not growth at all costs.
- We make decisions that prioritize employees first, then customers, then shareholders.
- We trust our team to care for customers and give them the autonomy to make decisions.
- We assume positive intent in all interactions.
Total compensation for this role includes a base salary of $82,141- $100,665. Salary is based on a combination of skills, experience, knowledge, and performance.
We also provide generous paid benefits, including:
- $2,000 annual travel stipend
- $2,400 annual mental health stipend
- $1,500 annual professional development fund
- Plus many more listed on our careers page!
The Receptionist is an equal opportunity employer and values diversity. We do not discriminate against otherwise qualified applicants based on actual or perceived race, color, creed, religion, ancestry, citizenship status, age, sex, marital status, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by applicable federal, state, or local laws.
Top Skills
What We Do
The Receptionist for iPad helps our customers ease visitor chaos. Our app works for businesses of all sizes—from 1 employee to over 3000! Our system handles tasks like guest check-in and notifications, visitor information storage and badge printing so that our customers can focus on making more meaningful connections with their visitors.
Why Work With Us
We don’t track hours in the office or the number of vacation days you take. Instead, we track accomplishments and contributions.
We exist to have fun and delight our customers with an amazing product and Radical Support®. What is the best way to do that? Succeed as a team!
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