Now Hiring: Founding Customer Success Manager (CSM)

About Singulate

We’re building the future of marketing messaging. 

Singulate helps B2B teams move beyond basic personalization and build scalable, AI-powered email and lifecycle marketing systems. We work with modern marketing ops and growth teams who care deeply about relevance, engagement, and systems - not “blast” campaigns.

We’re early, moving fast, and building the foundations of how customer success works at Singulate.

The Role

Singulate is hiring its first Founding Customer Success Manager.

This role owns the post-sale customer journey end-to-end: onboarding, activation, retention, expansion, and advocacy. You’ll work closely with the CEO, Sales, Product, and Engineering to ensure customers see value quickly, stay engaged, renew, and expand.

This is a builder role, not a support-only role. You’ll help design the systems, workflows, dashboards, and playbooks that allow Customer Success to scale as we grow.

Your mission: Proactively guide each customer to successfully use Singulate to reach their marketing goals.

Responsibilities

Customer Onboarding & Speed to Value

• Own customer onboarding from contract signed through activation
• Design and run a done-with-you + self-guided onboarding experience
• Coordinate our copywriting and automation specialists to manage projects effectively
• Build onboarding milestones, success metrics, and early-warning signals
• Identify gaps in onboarding content and work with copywriters and our team to produce guides, documentation, and walkthroughs
• Target: Ensure customers see measurable value (time saved, money saved, productivity gains, performance boosts, etc.) within 2-4 weeks

Customer Health & Engagement

• Maintain weekly customer health tracking and status dashboards
• Always know the next step for every customer
• Run regular check-ins and proactive nudges to maintain momentum
• Identify customer friction points and feed them back to Product & Engineering
• Act as the primary customer advocate internally

Retention, Expansion & NRR

• Partner with Sales on renewals, upsells, and expansions
• Identify expansion opportunities tied to usage, outcomes, and maturity
• Support NRR-focused motions and track expansion signals
• Help turn Customer Success insights into repeatable revenue motions
• Ensure trial customers reach meaningful value quickly
• Improve trial-to-paid conversion through better structure and follow-through

Training, Case Studies & Customer Advocacy

• Identify customers with strong success signals for case studies
• Proactively drive outcomes that create raving fans
• Run training sessions with customer teams and agencies
• Turn wins into usable marketing stories and proof points

Education & Thought Leadership

• Build knowledge base and educational content
• Partner with CEO on customer-facing thought leadership
• Contribute to posts, guides, and frameworks that help customers succeed
• Target: Minimum two pieces (support article, Loom, etc.) of content per month

Background We’re Looking For

• Some experience with email marketing, lifecycle marketing, or marketing automation
• Strong understanding of copywriting, messaging, and campaign structure
• Comfortable with tools like ESPs, marketing automation platforms, CRMs, or workflow tools
• Systems-oriented (as much as possible) and enjoys building dashboards, workflows, and repeatable processes
• Comfortable assisting retention, NRR, and upsell motions
• Proactive, organized, and confident working directly with customers and founders
• Enjoys being hands-on and building from zero
• Nice to have: Previous agency experience doing project management for clients

Compensation & Benefits

This is a founding role with meaningful ownership and upside.

• Competitive salary
• Performance-based upside tied to retention, expansion, and conversion impact
• Equity: Meaningful early-stage equity package
• Remote-first (US / SA & EU-friendly)
• Unlimited PTO
• Direct access to leadership, product, and strategy
• Budget for tools, learning, and experimentation

Why This Role Matters

• You’ll define how Customer Success works at Singulate
• Your work directly impacts retention, expansion, and product direction
• You’ll build systems that scale to dozens - then hundreds - of customers
• Clear growth path into Head of Customer Success / Revenue Ops / Partnerships