Customer Success Manager

Recast is hiring a Customer Success Manager (CSM) to join our dynamic, customer-facing team. As the first point of contact for our clients, this team plays a critical role in onboarding, training, and continuously supporting customers to ensure their success. In this role, you'll collaborate closely with our Data Science team and work within a cross-functional pod structure alongside Customer Data Scientists to prioritize and manage customer needs effectively.
In your first 6 months, you will:

• Lead the customer onboarding process—coordinating and facilitating training sessions, ongoing check-ins, and Quarterly Business Reviews (QBRs). You’ll manage meeting logistics, create agendas, prepare presentations, and follow up on action items, addressing customer queries along the way.
• Serve as the voice of the customer—gathering feedback, troubleshooting critical issues, de-escalating concerns, and ensuring the overall success and satisfaction of Recast users.
• Create and maintain customer-facing documentation—developing FAQs, guides, and resources to help customers overcome common challenges and get the most out of our platform.
• Leverage our Customer Success platform—tracking customer health, creating playbooks, and optimizing the customer journey to drive long-term satisfaction and retention.
• Contribute to internal initiatives—collaborating on strategic projects to improve the overall Recast customer experience (e.g., building customer enablement programs).
• Develop and execute account plans—identifying and mitigating risks while driving growth and engagement across your customer portfolio for the next 3+ quarters.

You’ll be a great fit if you have:

• A strong attention to detail—you’re skilled at managing multiple priorities across a portfolio of 10-20 customers.
• Customer success experience—you’ve worked in a Customer Success, Account Management, Client Services, or similar customer-focused role.
• Marketing experience—you’re familiar with the challenges faced by marketers in B2C, and have experience supporting them in measuring marketing effectiveness (preferably in a consultative or agency context).
• Tech-savviness—while we’ll teach you about media mix modeling, you should be excited to learn about technical concepts and data-driven solutions.
• An entrepreneurial mindset—you thrive in dynamic, evolving environments and enjoy creating new processes and strategies to enhance customer outcomes.
• A collaborative spirit—you’re a team player who enjoys working closely with others to achieve common goals.

Bonus points for:
Recast is a startup, so we value team members who can jump in and contribute to multiple areas. If you have any experience or interest in the following, we’d love to hear about it:

• Account growth (upsells, expansions)
• Data science or data analysis
• Marketing analytics
• Familiarity with Customer Success platforms & JIRA

What excites you (and might scare others):

• Helping shape a startup—You’ll play a key role in defining processes, culture, and structure at an early stage.
• Working with a remote-first team—We have a distributed, global team and you’ll need to be comfortable with flexibility and independence.
• Navigating technical challenges—You’ll engage directly with complex data modeling and statistical concepts—an exciting opportunity to expand your skill set!

What we offer:

• Work from anywhere—We’re fully remote, so you can work where you’re happiest.
• Competitive salary + equity—We offer a competitive salary with equity to give you a stake in our success.
• Unlimited PTO—Along with a minimum of 2 weeks mandatory PTO, we encourage you to take time to recharge.
• Autonomy & support—You’ll have the freedom to manage your time and the resources you need to do your best work.

Diversity at Recast: We’re committed to building a diverse team, so if you come from an underrepresented background in tech (e.g., women, non-white communities), we strongly encourage you to apply, even if you don’t meet every single requirement.