About the Role
As a Customer Success Manager at Obsidion, you'll be the strategic partner for our most important customers — ensuring they're realizing full value from the platform and growing with us for the long term. At Obsidion, we move fast and build products that directly impact how small businesses grow. This role sits at the heart of that mission — you'll have real ownership, real responsibility, and real impact from day one.
What You'll Do
- Manage a portfolio of accounts with a focus on retention, expansion, and product adoption.
- Conduct regular business reviews and proactively surface new use cases.
- Serve as the voice of the customer internally, working closely with Product and Engineering.
- Resolve escalations quickly and empathetically, coordinating cross-functional resources as needed.
- Develop onboarding materials and success plans tailored to each customer segment.
- Track key health metrics and flag at-risk accounts early.
What We're Looking For
- 3+ years of Customer Success or Account Management experience in SaaS.
- Proven ability to manage a large book of business and exceed retention targets.
- Strong analytical mindset — comfortable with dashboards, data, and metrics.
- Excellent relationship-building and communication skills.
- Highly organized with the ability to prioritize in a fast-moving environment.
Nice to Have
- Experience with customer success platforms (Gainsight, Totango, ChurnZero).
- Background in small business services, field services, or professional services segments.