Customer Success Manager

Silktide’s mission is to make the web better for everyone.

Organizations around the world use the Silktide platform to help deliver great web experiences that are accessible to all. Our customers include Fortune 500 Global companies, universities, local and state government agencies.

Silktide is self-funded and is more than doubling in size each year. Joining us now will mean you’ll be a big part of our growth and your career can skyrocket alongside our success.

Our customers love us (4.8 on G2) and our staff are pretty happy, too (4.8 on Glassdoor).

We believe in giving our team the freedom to innovate and make a real impact. We value creativity and initiative, allowing you the space to own your work and push boundaries.

As a Customer Success Manager, you’ll focus on ensuring our customers are successful throughout the customer lifecycle, helping them realize ongoing value from the platform.

You will:

• Own a high-volume portfolio of customers and deliver success through repeatable, scalable processes - prioritising time and effort where it has the biggest impact

• Deliver best-in-class onboarding and training sessions to ensure customers are set up for success

• Maintain strong customer health by monitoring engagement and usage, and taking action where needed

• Identify and qualify opportunities for expansion (CSQLs) and collaborate with Account Managers to support growth initiatives

• Champion long-term customer success by demonstrating consistent ROI and helping reduce churn

• Recommend consultancy services or audits to support accessibility and compliance efforts

• Contribute to social proof through G2 reviews, testimonials, and case studies that showcase customer impact

• Respond to customer queries through Intercom and provide proactive support that helps them reach their goals

• Follow our CS playbooks and operational processes to ensure consistent, scalable delivery

• Keep immaculate operational hygiene: account notes, tasks, risks, and next steps accurately logged so anyone can pick up context instantly

You will spend 3 days per week in our Downtown Austin office, with the remaining days for focused work. We value time together for coaching, collaboration, and learning from one another. You will also collaborate with teammates in the UK, Denmark, Germany, and Australia.

• You have 2+ years of experience in a Customer Success or client-facing role, managing a portfolio of customers

• You’re highly organized, comfortable juggling multiple priorities, and can keep lots of plates spinning without dropping the details

• You enjoy working within clear processes and playbooks, and you’re thoughtful about improving them when needed

• You build trust quickly, deliver strong training, and have the commercial instinct to identify when a customer would benefit from expanding their usage, then guide that conversation clearly and professionally

• You excel at simplifying complex concepts for both technical and non-technical audiences

• You are proactive: you spot risks early, take ownership, and follow through

• You’re comfortable using systems (CRM, ticketing, product usage data) to drive consistent customer outcomes

• You live in (or close to) Austin, Texas, and can work hybrid

• You’re uncomfortable presenting to an audience

• You’re uncomfortable guiding customers toward additional products or services, even when there’s a clear value case

• You shy away from fast-paced environments

• You need someone to tell you exactly what to do

• You strongly prefer ad-hoc ways of working over following (and improving) defined processes

• Base salary: $80,000 - $90,000

• OTE: $100,000 - $112,500

• A shiny new MacBook

• 20 days paid vacation + public holidays, increasing with tenure

• Private Insurance (Health, Dental & Vision) & Wellness Allowance

• Company Sponsored Pension & Enhanced Paternity/Maternity

• Casual Dress Code, Flexible Schedule, Weekly Paid Lunches & Monthly Company Outings