Open Role at BlackIQ
Customer Success Manager
Own the customer experience, support strategy, billing coordination, and customer feedback loop into product engineering.
This role is for a hands-on Customer Success Manager who can build the customer experience from the ground up. You will define how customers are onboarded, supported, guided, billed, retained, and heard by the product and engineering teams. This role is mandatory for building a reliable customer experience and a scalable support strategy at BlackIQ.
Responsibilities
What You’ll Work On
Design and implement the customer success process across onboarding, support, billing coordination, feedback, retention, account growth, and customer communication.
Set up the customer experience strategy, including support workflows, response standards, documentation, escalation paths, customer health tracking, and success metrics.
Work directly with customers to understand needs, resolve issues, answer questions, collect feedback, and improve the overall product experience.
Coordinate billing-related customer topics, including subscription questions, payment communication, invoice support, account status, and internal billing handoffs.
Act as the bridge between customers and product engineering by translating customer issues, bugs, feature requests, and workflow gaps into clear internal priorities.
Collaborate with product, engineering, security, and leadership to ensure customer problems are understood, prioritized, solved, and communicated clearly.
Impact
Why This Role Matters
Customer success is mandatory for turning BlackIQ into a product customers can adopt, trust, and rely on in daily work.
This role creates the operating bridge between customers, support, billing, product, and engineering so customer experience becomes structured instead of reactive.
A strong customer experience strategy improves retention, customer satisfaction, product quality, and the company’s ability to learn from real usage.
Profile
What We’re Looking For
Strong experience in customer success, customer support, onboarding, customer operations, account management, billing support, or post-sales customer experience.
Hands-on mentality with the ability to set up processes, write documentation, support customers directly, manage billing-related questions, and improve workflows continuously.
Excellent communication skills with the ability to understand customer needs and translate them into clear product, engineering, and operational priorities.
Experience building support systems, escalation paths, knowledge bases, customer success metrics, feedback loops, and scalable customer experience processes.
Ability to work closely with product engineering teams to prioritize bugs, improvements, customer-requested features, and usability problems.
Remote-first working style with strong ownership, empathy, structure, follow-through, and the ability to operate independently.
Role Brief
Customer Success Manager
Own the customer experience, support strategy, billing coordination, and customer feedback loop into product engineering.
Location
Remote
Type
Full Time
Compensation
Competitive package
Role Focus
Own the customer experience, support strategy, billing coordination, and customer feedback loop into product engineering.
Interested in this role?
Head to our contact page and tell us who you are, what you have built, and why this role feels like the right fit.