Manager, Customer Success & Support

About Us

Ceartas is a cutting-edge, AI-powered brand protection company dedicated to safeguarding brands and individuals from online threats such as deepfakes, impersonations, copyright and trademark infringement, piracy, and brand abuse.

We protect our customers’ intellectual property, revenue, and reputation in a rapidly evolving digital landscape. Today, Ceartas supports over 1,500 creators and 50 agencies, and we’ve recently launched our enterprise platform, with our first enterprise customers expected to land in the coming months.

Role Overview

Ceartas is hiring its first dedicated Manager of Customer Success & Support to own and scale the entire post-sale customer experience across creators, agencies, and enterprise customers.

This role will transition Customer Success and Support from founder-led execution into a repeatable, data-driven function that directly owns gross revenue retention (GRR), net revenue retention (NRR), and long-term customer value.

The ideal candidate has built and scaled customer success before, understands how to balance hands-on execution with strategic design, and is comfortable operating in a fast-moving startup where systems, playbooks, and teams are built from scratch.

Mission

Own and scale the end-to-end post-sale customer journey to drive retention, expansion, and customer advocacy, while building the foundation for a world-class Customer Success and Support organization at Ceartas.

Key Responsibilities

Customer Success Ownership

• Own the entire post-sale lifecycle, from onboarding through renewal and expansion, across creators, agencies, and enterprise customers.

• Design and implement onboarding frameworks, success plans, and customer health scoring models.

• Ensure customers achieve clear, measurable outcomes aligned with the value Ceartas delivers.

• Build trusted relationships with high-value and strategic customers, particularly in the enterprise segment.

Retention & Revenue Expansion (GRR / NRR Ownership)

• Own gross and net revenue retention metrics, including churn reduction and expansion revenue.

• Develop and execute retention and churn prevention playbooks, including early risk detection and intervention strategies.

• Identify and operationalize expansion signals (usage, behavior, lifecycle triggers) in partnership with Sales.

• Establish a clear, scalable handoff and collaboration model between Sales and Customer Success.

Customer Support Leadership

• Own day-to-day customer support operations, ensuring fast, consistent, and high-quality responses.

• Design and implement support workflows, SLAs, response-time targets, and escalation paths.

• Centralize support intake (Intercom, email, Slack, enterprise channels) and reduce founder dependency.

• Partner closely with Engineering to track, prioritize, and resolve bugs and customer-impacting issues.

Process, Tooling & Scale

• Build repeatable CS and Support systems that scale as customer volume and complexity increase.

• Evaluate, implement, and optimize CS and support tooling (Intercom, CRM, health scoring, reporting).

• Document processes, playbooks, and best practices to support future hiring and onboarding.

• Hire, onboard, and lead additional Customer Success and Support team members over time.

Cross-Functional Collaboration

• Act as the voice of the customer internally, providing structured feedback to Product, Engineering, Sales, and Marketing.

• Partner with Product to influence roadmap priorities based on customer insights and usage trends.

• Work closely with Finance on billing, invoicing, renewals, and contract-related customer workflows.

Reporting & Accountability

• Own reporting for:

  • Gross Revenue Retention (GRR)

  • Net Revenue Retention (NRR)

  • Churn (logo & revenue)

  • Customer health and adoption

  • Support performance (SLAs, response times, resolution)

• Provide clear, actionable insights to leadership on risks, opportunities, and customer trends.

Qualifications

• 5+ years of experience in Customer Success and/or Support within a SaaS environment.

• Proven experience building or scaling a customer success function, not just operating within one.

• Demonstrated ownership of retention, churn reduction, and expansion outcomes.

• Experience supporting B2B customers, with enterprise experience strongly preferred.

• Strong operational mindset — able to design processes, systems, and metrics from scratch.

• Excellent communication and relationship-building skills.

• Data-driven, comfortable using metrics to guide decisions and strategy.

• Thrives in an early-stage, fast-paced startup environment.

What We Offer

• Competitive salary and incentives

• Opportunity to build and lead Customer Success from the ground up

• Clear growth path into a Head of Customer Success / CS leadership role

• High ownership, autonomy, and executive visibility

• Flexible work arrangements

• Collaborative, mission-driven team environment