Customer Success Manager (CSM)

Location: Remote - Eastern Standard Time (EST) preferred About MoeGo MoeGo is on a mission to transform the future of pet care business, from small-business groomers to franchise doggie hotels. The dedicated entrepreneurs behind these businesses keep our beloved pets happy and healthy—the majority of them are first-time business owners, and more than 80% are women. They deserve comprehensive technology solutions that keep their businesses operating smoothly end-to-end, so they can focus on healthy pets and happy pet parents. Join us to help these “pet-repreneurs” build and grow thriving businesses—every conversation with a customer and every feature goes toward this larger purpose. From automated booking to payments and communication tools, MoeGo eliminates the administrative stress of running a pet care business. If you’re looking for a career that combines innovation with heart, MoeGo is the place where technology meets tail wags. Join us in shaping the future of pet care, one happy groomer, one joyful pet, and one loving owner at a time. About the Role As a Customer Success Manager (CSM) at MoeGo, you will play a critical role in ensuring our small to mid-sized business customers achieve success with our platform. Your mission is to drive adoption, satisfaction, and long-term retention by providing personalized support, proactive engagement, and strategic guidance. You’ll be the go-to partner for our customers, helping them streamline operations, improve efficiency, and grow their businesses with MoeGo’s solutions. This is an exciting opportunity to join a fast-growing Series A startup where customer success is at the heart of what we do. You’ll collaborate closely with Onboarding, Product, Support, and Sales teams to deliver an exceptional customer experience while contributing directly to MoeGo’s growth. Key Responsibilities: • Manage a portfolio of mid-market MoeGo customers and serve as their growth partner across product adoption, payments, and business optimization. • Drive expansion by connecting MoeGo’s platform (Pay, CRM, Accounting) to tangible business outcomes and priorities. • Lead renewal conversations with a strategic lens, not transactional mindset. • Monitor health signals (GMV drops, usage gaps, payment flow changes) and intervene early to reduce downgrade or churn risk. • Partner closely with Product, Ops, and Marketing to surface customer feedback and co-develop solutions that matter. Minimum Qualifications: • 3–5 years of experience in customer success, growth, consulting, or SMB operations • Bonus if you’ve run or managed a small business (pet care, beauty, fitness, hospitality, etc.) • Strong commercial instincts—able to translate features into value and opportunity into revenue • Excellent communicator—confident running QBRs, walking through ROI, and influencing business decisions • Ability to prioritize fast, handle ambiguity, and be “all in” on customer outcomes Preferred Qualifications: • Experience in Pet Tech, SaaS, or service-based software solutions. • Business-Obsessed: You’ve operated or deeply supported SMBs—you know what margin pressure feels like, how payroll timing matters, and why time = survival. • Proactive Value Driver: You don’t wait for problems. You lead customers toward better performance—whether that’s increasing GMV, improving staff efficiency, or reducing payment friction. • Trusted Advisor: You build credibility fast. You bring product clarity, financial logic, and long-term partnership mindset into every conversation • Familiarity with vertical SaaS (e.g., Mindbody, Square, Squire, Vagaro, ServiceTitan) • Hands-on experience with payments, accounting, or CRM tools • Operational comfort with systems like Salesforce, ChurnZero, Looker, etc. MoeGo offers a competitive compensation package (base salary, performance bonus, and benefits). This includes flexible benefit plans to employees and their family members at no cost to the employees and 401(k) matching. MoeGo is committed to creating a diverse and inclusive work environment, and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Apply tot his job