Customer Experience & Success Manager

At PeakMetrics, we stand at the forefront of narrative intelligence, harnessing the power of advanced machine learning to safeguard enterprises and government agencies from social media manipulation and narrative attacks. Our platform rapidly sifts through millions of unstructured, cross-channel media datasets, transforming them into actionable insights. By identifying adversarial online messaging, understanding its audience, and providing crucial context such as source credibility, we empower our customers to effectively respond to digital threats.Our team tackled some of today's most intricate media challenges, from crisis management to thwarting state-sponsored disinformation campaigns. Our goal is unwavering: to shield our clients from the risks of social media manipulation and emerging narrative threats by detecting and remediating from harmful online trends.About the RoleWe’re looking for a Customer Experience & Success Manager who is excited to help our customers succeed and feel supported at every step of their journey with PeakMetrics. From onboarding to ongoing engagement, you’ll be a trusted partner to our customers—ensuring they gain value, feel heard, and have a smooth and rewarding experience with our platform.This is not a sales or renewals role—your impact will come from relationship-building, active listening, and thoughtful coordination across teams to ensure each customer feels successful and confident using PeakMetrics.What You’ll DoSupport and guide customers during onboarding to ensure a successful startFoster strong, ongoing relationships through regular check-ins and communicationBe the first point of contact for customer questions and partner across teams to find solutionsCollaborate with Solutions Architects to assist with technical onboarding and product walkthroughsDevelop and maintain helpful guides, resources, and onboarding materialsRelay customer feedback to Product and Engineering teams to shape our roadmapMonitor account health and engage proactively when issues ariseDocument insights and usage patterns to inform internal strategyYou Might Be a Great Fit If You:Have 5–7 years of experience in customer success, experience, implementation, or support rolesAre a clear and empathetic communicator—comfortable working with a range of stakeholdersAre naturally organized, detail-oriented, and proactiveHave a genuine curiosity about technology and how things workThrive in collaborative, cross-functional environmentsHave experience with SaaS platforms, particularly in data or analyticsBring familiarity with secure environments or government-related clients (a plus—not required)We Offer:Remote-first cultureHealth insurance, 401(k), and other benefitsFlexible work schedule and unlimited time offOpportunities for professional growth and developmentA vibrant and inclusive company culturePeakMetrics is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status.

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