Customer Success Manager

Job Title: Customer Success Manager

Location: Remote

Employment Type: Full-Time Contractor

Working Hours: 8 hours per day, 9:00 AM – 5:00 PM EST (Monday–Friday)

Industry: SaaS / Email Deliverability

About Us

Mint Source is a remote-first bridge that connects vibrant talent with international clients and agencies, enabling skilled individuals to showcase their expertise on a global stage.

Role Overview

Mint Source is recruiting a Customer Success Manager to join an email deliverability SaaS company trusted by 2,000+ e-commerce brands and publishers. Their product plugs into Klaviyo and moves campaigns out of the Promotions tab and into the Primary inbox, and every client gets a dedicated 1-to-1 rep, which is exactly the relationship you'll own. You'll manage a portfolio of existing clients, onboard new ones, and drive renewals, expansions, and referrals across your book. Success is measured in retention and net revenue growth, not tickets closed. If you enjoy speaking to clients, thrive on owning your numbers, and can turn a frustrated client into an advocate, this role gives you real commercial ownership from day one.

What You'll Do

• Manage a portfolio of existing clients, acting as their dedicated point of contact and responding to inbound requests within a 45-minute maximum speed to contact
• Onboard new clients and guide them through setup so they see results from their first campaign
• Action expansion opportunities across your client base, using sales psychology to grow accounts
• Drive referral and partnership opportunities from happy clients
• Gather testimonials and success stories that feed marketing and case studies
• De-escalate frustrated clients and turn negative moments into renewed trust
• Learn the technical side of email deliverability deeply enough to resolve client questions fast, without waiting on internal blockers
• Use Claude (or similar AI tools) to make your workflows faster and more efficient
• Work day to day in Klaviyo, Close CRM, and Slack, with communication happening mostly in writing

What We're Looking For

• 1–3 years of experience in Customer Success or Account Management. Customer support backgrounds are not a fit; this role requires someone who has managed expansions and referrals before, everything else is teachable
• Sales experience and a working grasp of sales psychology, applied to expansion, referral, and partnership conversations
• Hands-on experience with Klaviyo (or a similar ESP) and Close (or a similar CRM)
• Comfort using AI tools like Claude to work smarter and faster
• Strong attention to detail and proactive communication, especially in writing
• An energetic, highly motivated approach: someone who prides themselves on their metrics and goes above and beyond for clients rather than clocking a 9-to-5
• Comfortable working 80% independently, with around 20% teamwork
• Bonus: email marketing experience via Klaviyo and time spent in the e-commerce space

Key Performance Metrics (KPIs)

• Maintain a 95% contract renewal rate across your client base
• Keep speed to contact at a 45-minute maximum
• Achieve 110%+ Net Revenue Retention, including expansions
• Consistently generate testimonials, referrals, and expansion opportunities from your portfolio
• 30/60/90: learn the product, tooling, and client base with support in the first 30 days; independently manage your full portfolio and hit response-time targets by 60; own renewals, expansions, and referral outcomes end to end by 90

What You Get

• Competitive compensation discussed individually based on experience and location
• A fully remote role with high autonomy and real ownership of your client book
• Regularly scheduled feedback through weekly and monthly check-ins
• Direct exposure to a fast-growing SaaS product used by 2,000+ brands, with your impact visible in revenue metrics
• A team culture that rewards initiative, speed, and going the extra mile for clients