Founding Customer Success Manager

About Singulate

We're changing how businesses talk to their customers. Singulate makes sophisticated marketing dead simple — 1:1 relevance at scale, powered by the latest LLM technology and a few secret sauces of our own. We strip the manual work out of data strategy, segmentation, and personalization so lifecycle marketers, ops managers, content teams, and growth leads drive real ROI from every email and automation. The best personalization is invisible — and ours works: customers save 40+ hours a week and see 2–7X lifts in engagement.

We're backed by Bowery Capital and Seedcamp, plus angels including the founders of Hopin, Indeed, and Trackmaven, and advised by some of the biggest names in marketing. We just closed our best month ever in April and we're entering hyper-growth — this is the inflection point, and we're hiring our A player team to get us to the next level.

About the Role

You'll be Singulate's first dedicated CSM, working closely with the Head of GTM to define and build the CS motion from scratch. This isn't a role where you inherit a playbook — you'll design the onboarding structure, the activation milestones, the health signals, and the renewal process while simultaneously managing a live book of pilots and accounts.

You'll serve as a messaging advisor to our customers, who are B2B marketers. Your ability to review their copy, critique their campaign architecture, and give feedback that actually changes outcomes is central to how Singulate creates value — and retains customers.

The Head of GTM will be a close partner: you'll have access to their GTM expertise, customer context, and direct support on every significant account. What you're bringing is the CS-specific depth, the copywriting instinct, and the execution rigor to run the motion they can't run themselves.

What You'll Own

CS Motion Design

• Build the onboarding playbook, activation milestones, health scoring framework, and renewal motion — from nothing. Document everything so it scales.

• Define what customer success looks like at Singulate in close collaboration with the Head of GTM.

Pilot Ownership

• Own pilot accounts end-to-end from AE handoff through conversion to paid. Execute against clearly defined success criteria.

• Push back on incomplete handoffs. You're empowered to flag when a deal isn't ready to pass.

Messaging Advisory

• Review customer email copy, campaign structure, and lifecycle strategy — and give feedback that moves the needle, not just surfaces it.

• Surface patterns across accounts to GTM: what's driving activation, what's causing churn risk, what copy is working and why.

Retention & Expansion

• Own renewals and expansion. Identify and close upsell opportunities tied to measurable outcomes.

• Turn strong customer results into case studies, referrals, and references — proactively.

HubSpot & Account Health

• Own account health tracking in HubSpot — clean data, clear statuses, always knowing the next action for every customer.

What We Require

• 5–8 years in customer success or account management at B2B SaaS — with a real book of business, owned renewals, and expansion ARR you can speak to with numbers.

• You've built a CS motion before. Not contributed to one — built one. You know the difference between improving an existing process and starting from nothing.

• Strong copywriter with a genuine point of view on email. You can review a nurture sequence and tell a customer exactly what's broken and why — and rewrite it better on the spot.

• You learn complex products fast and teach them with clarity. Singulate is technically nuanced; you'll need to become the expert customers rely on.

• Startup experience where you were building structure, not inheriting it.

• HubSpot native — health tracking, pipeline reporting, and account data are instincts, not chores.

• You work with and understand marketing teams — their stack, their pressures, how they define ROI.

Bonus Points

• Marketo, Pardot, or enterprise marketing automation experience — as a user or advisor.

• Agency or freelance background managing B2B marketing clients.

• AI-obsessed — you use it in your daily workflow and you can show us.

Opportunity

~$160,000 OTE — 65/35 base/variable split, uncapped on expansion ARR plus equity. (Final comp determined by experience and location.)

Variable tied to pilot conversion rate, expansion ARR, and retention — metrics you directly control.

Remote-first (US / Canada). Maryland preferred. Direct access to GTM leadership and a front-row seat to building the CS motion from scratch.