Customer Success Manager (SaaS + Sales)

About the job
Customer Success Manager (SaaS + Sales-Focused)
Full-Time | Remote | 9:00 AM – 5:00 PM EST | Monday – Friday
🎯 Job Title: Customer Success Manager (SaaS + Sales Focused)
🏢 Company: PodPitch – AI-Powered Podcast PR SaaS

⚠️ WARNING – This role is for experienced Customer Success professionals only. This role is 80% on camera time, all day! Either onboarding new customers or supporting current customers.
If you’re new to CS, this will NOT be the right fit. Please do not apply if you are inexperienced at this.

🏢 About PodPitch

PodPitch is transforming how PR professionals and founders land podcast guest appearances—at scale. Our AI-powered platform automates podcast discovery, contact sourcing, pitch writing, and outreach. We’re helping top agencies and teams streamline their PR process and drive real results.

🎯 The Role

This role is 80% on camera time, all day! Either onboarding new customers or supporting current customers. We’re looking for a Customer Success Manager who’s equal parts people person and problem-solver. You’ll handle onboarding, support, and upsells—making sure every customer sees ROI and sticks around. You’ll be on the front lines: conducting onboarding calls, managing live chats, spotting upsell opportunities, and continuously improving our CX systems.

🛠️ Responsibilities

Onboard new customers via scheduled 1:1 video calls (30–45 mins)
Run proactive check-ins with existing accounts to drive retention
Manage live chat and email support, escalating issues as needed
Identify upsell opportunities during calls and check-ins
Help customers with setup: account configuration, campaign strategy, client onboarding
Create documentation and short-form Loom videos to improve self-serve support
Track customer health, resolve issues, and collect feedback to share with the team

✅ Requirements

3+ years in Customer Success at a B2B SaaS company
Strong communication skills: fast, clear, personable
Comfort with video calls, screen sharing, and live troubleshooting
Demonstrated experience with Zapier and HubSpot
Highly organized and responsive in a remote work environment
Sales instinct: you’re good at surfacing what the customer really needs
Bonus: familiarity with Slack, Notion, Stripe, and async support tools like Intercom or HelpScout

🕘 Sample Daily Flow

9:00 – 11:30AM – Onboard 4–5 new customers (30–45 min calls) or offer product support
11:30 – 12:00PM – break
12:00–3:30 PM – Onboard 4–5 new customers (30–45 min calls) or offer product support
3:30–4:00 PM – break
4:00–6:00 PM – Onboard more customers or offer product support

🎁 Why Join Us

Startup ownership: Help build the CS function from the ground up
Flexible & remote, with a close-knit and fast-moving team
Real growth: This role can evolve into team leadership or sales
PTO, sick days, and a team that values outcomes over micromanagement

Customer Success Manager (SaaS + Sales)