Customer Success Manager

As a Customer Success Manager at Surbee, you will be the primary advocate for our enterprise customers, ensuring they get maximum value from the platform. You'll onboard new research teams, provide strategic guidance on survey design and data collection, and work closely with product to relay customer feedback. You'll build deep relationships with researchers, analysts, and operations leaders across universities, agencies, and enterprises. We're looking for someone who combines technical fluency with genuine empathy for users. What you'll do: • Onboard and train enterprise customers on the Surbee platform • Develop success plans tailored to each customer's research goals • Monitor customer health metrics and proactively address risks • Serve as the voice of the customer in product and engineering discussions • Create documentation, guides, and best practices for common workflows What we're looking for: • 3+ years in customer success, account management, or a related role at a SaaS company • Experience working with research, analytics, or data-driven teams • Strong communication skills and comfort presenting to stakeholders • Technical curiosity and ability to learn complex products quickly • Experience with CRM tools and customer health scoring