Customer Success Manager

About the team Customer Success sits within Bubble's Commercial Success organization and owns retention. The team manages renewal health, executive relationships, and proactive churn risk for our most important customers, and is the primary owner of Gross Revenue Retention (GRR). We work hand in hand with Account Management on expansion and with Technical Success on technical health.

About the role As a Customer Success Manager, you'll own a portfolio of strategic accounts across their full lifecycle: land, expand, and renew. You'll run structured onboarding, drive ongoing adoption through signal-driven check-ins and QBRs, identify expansion opportunities, and lead renewals to successful outcomes. You'll be measured on retention and the health of your book of business.

This would be a great opportunity for you if: - You love building durable relationships with customers and helping them succeed - You're proactive - you'd rather prevent churn than react to it - You're comfortable owning renewals and identifying expansion opportunities - You're excited to help build the CSM playbook at a fast-growing company In this role, you'll: - Own renewal health, executive relationships, and proactive churn risk for your accounts; carry GRR for your book - Run onboarding (0-60 days): kickoff in week 1, a written success plan within 48 hours, and day-30/day-60 milestones, with TSM support in parallel - Drive steady-state engagement through monthly signal-driven check-ins and QBRs with executive attendance - Identify expansion opportunities to the CSQL threshold and hand off to Account Management for commercial close - Manage renewals starting 90 days out, with plays segmented by account health (green: formality; yellow: joint with Head of Renewals; red: escalated recovery) - Partner with Technical Success on escalations and architecture health, and surface customer feedback to Product - Jump in wherever needed - we're a small, scrappy team and everyone pitches in beyond their core role.

Qualifications: - 3+ years in customer success, account management, or a customer-facing commercial role - Experience managing renewals and contributing to retention or expansion outcomes - Strong relationship-building and executive communication skills - Analytical mindset; comfortable using product and account signals to prioritize - A customer-centric approach and the ability to thrive in a fast-paced environment

Compensation: We offer competitive compensation aligned to tier one markets. Our estimated salary for this role at Bubble ranges from $85k - $115k. Actual pay is determined by multiple factors such as skills, qualifications, experience and market demand.

Location: For this role, Bubble is currently only considering candidates who are authorized to work in the US and are within the New York City metro area. Candidates who are not local must be willing to relocate for the role. This is a hybrid role - in office 3 days a week.

Benefits: In addition to cash and equity compensation, Bubble offers a robust benefits package equating to roughly twenty thousand in additional annual

compensation: Our benefits include, but are not limited to: - Comprehensive health coverage - 401(k) matching - Wellness and work enablement stipends - Generous PTO - A Sabbatical program Join us! Let's democratize access to technology together! If this sounds like you, apply!

If you don't meet all of the qualifications but think you could be a match, we'd still love the chance to review your application. At Bubble, we encourage people from all ages, abilities, and experiences to apply. Bubble does not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status.

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