Customer Success Manager (First CS hire; zero-to-one)

Job Description

Requirements

• 3-5+ years in B2B Customer Success, with proven zero-to-one or first/early CSM experience.
• Product fluency - you can quickly understand technical concepts and translate them into clear, compelling business value.
• You're a self-starter with a bias to action. You're at your best building structure from ambiguity.
• You have stellar project management abilities and are able to manage multiple priorities at once.
• You're have exec-ready communication and are comfortable dealing with senior stakeholders.
• You're ambitious & driven and want to play an active role in growing the business.

What the job involves

• You'll be the first dedicated CSM and the expert voice on how CS should run.
• 1. Own commercial responsibilities:
• - Take responsibility for driving renewals & expansions, ensuring we maintain extremely high retention metrics.
• - Shape the commercial motion as you go, implementing best practices to de-risk the process as much as possible.
• 2. Build the CS function:
• - Design the operating system: playbooks, health scoring, QBRs, usage-led nudges, self-serve help, and a clean toolkit.
• - Set the baseline metrics (TTLV, activation/expansion milestones, renewal risk), then iterate.
• 3. Product adoption & project management:
• - Own structured onboarding that drives time-to-value fast.
• - Build per-account project plans that ladder customers through Ploy's modules, increasing usage step-by-step.
• - Partner with IT & Security leaders (often your day-to-day stakeholders) while staying aligned to senior buyers (CISO/CIO, Heads of IT/Security).
• 4. Customer support:
• - Be the first line for product questions, troubleshoot with pace, and - when it's faster - roll up your sleeves and do it for the customer.
• - Close the loop with engineering when issues surface; translate customer needs into crisp, actionable feedback.