GTM客户成功经理
GTM Customer Success Manager
远程 | 全职 | B2B SaaS
关于公司
Warmly 是一个以 AI 为核心目标市场 (GTM) 平台，能够学习您的业务。两个 AI 代理——Inbound Agent 和 TAM Agent——由一个上下文图支持，提供全漏斗覆盖：在个人层面去匿名化网站访客，揭示实时购买意图，并部署自主代理，在潜在客户准备转化的那一刻通过聊天、邮件和广告与他们互动。公司获得 Y Combinator、Felicis、NFX、Sequoia 和 RTP Global 的投资，融资超过 1700 万美元，2026 年初实现 700 万美元的年度经常性收入（ARR），拥有 350 多家客户，包括 New Relic、Cyberhaven 和 CircleCI。
关于职位
这不是一份典型的客户成功经理（CSM）职位。作为 Warmly 的企业 GTM 客户成功经理，您将负责从入职到续约的整个客户旅程，并直接对您所服务的客户群体实现 85% 毛收入留存率（GRR）和 110% 净收入留存率（NRR）负责。
您将成为客户值得信赖的顾问，确保客户快速实现价值，采用最佳实践，与 Warmly 一起成长，并年复一年地续约。但您也需超出传统客户成功（CS）的舒适区：深入研究产品，代表客户构建工作流程，了解线索如何通过销售和营销技术堆栈流动，并全程管理续约。
该职位将入职、实施、采用、扩展和续约整合到一个岗位中，让您全面掌控客户体验并直接影响收入结果。
您将负责
- 全程管理续约：从首次接触到最后成交，主导每一次续约对话。主动降低流失风险，并为您的客户群体达成 85% GRR 和 110% NRR 目标。
- 入职与实施：管理与销售团队的顺利交接，领导结构化的实施过程，配置产品，为客户构建定制化工作流程，并提供能推动早期采用的培训。
- 推动采用与价值实现：监控使用情况，消除障碍，并引导客户实现其成功标准。亲自操作产品，确保客户充分利用 Warmly 平台的全部功能。
- 扩展与倡导：识别增长机会，与销售团队合作进行扩展，并培养客户代言人，使其在组织内部放大 Warmly 的影响力。
- 市场推广专业知识：了解线索如何通过客户的销售和营销技术堆栈流动。就 HubSpot、Salesfor
查看英文原文
Remote | Full-Time | B2B SaaS
ABOUT THE COMPANY
Warmly is the AI-native GTM platform that learns your business. Two AI agents — Inbound Agent and TAM Agent — powered by one context graph, deliver full-funnel coverage: de-anonymizing website visitors at the person level, surfacing real-time buying intent, and deploying autonomous agents that engage prospects via chat, email, and ads the moment they’re ready to convert. Backed by Y Combinator, Felicis, NFX, Sequoia, and RTP Global with $17M+ raised, we crossed $7M ARR in early 2026 with 350+ customers including New Relic, Cyberhaven, and CircleCI.
ABOUT THE ROLE
This is not your typical CSM role. As Warmly’s Enterprise GTM Customer Success Manager, you’ll own the entire customer journey from onboarding through renewal — and you’ll be directly accountable for hitting 85% Gross Revenue Retention (GRR) and 110% Net Revenue Retention (NRR) across your book of business.
You’ll be the trusted advisor ensuring customers realize value quickly, adopt best practices, grow with Warmly, and renew year after year. But you’ll also be expected to step well outside the traditional CS comfort zone: diving deep into the product, building workflows on behalf of customers, understanding how leads funnel through the sales and marketing tech stack, and managing renewals end to end.
This role combines onboarding, implementation, adoption, expansion, and renewal into one seat — giving you full ownership of the customer experience and direct impact on revenue outcomes.
WHAT YOU’LL DO
- Own Renewals End to End: Lead every renewal conversation from first touch to closed deal. Proactively mitigate churn risk and deliver against 85% GRR and 110% NRR targets for your book of business.
- Onboard & Implement: Manage smooth handoffs from Sales, lead structured implementations, configure the product, build out custom workflows on behalf of customers, and deliver training that drives early adoption.
- Drive Adoption & Value: Monitor usage, remove friction, and guide customers toward achieving their success criteria. Get hands-on with the product to ensure customers are leveraging the full power of Warmly’s platform.
- Expand & Advocate: Identify growth opportunities, partner with Sales on expansion, and foster customer champions who amplify Warmly’s impact within their organizations.
- Go to Market Expertise: Understand how leads flow through the customer’s sales and marketing tech stack. Advise on best practices across HubSpot, Salesforce, and the broader GTM toolset to ensure Warmly integrates seamlessly into their revenue engine.
- Voice of the Customer: Gather customer feedback to help inform the product roadmap, partner closely with Product and Support, and train customers on new features as they are rolled out.
WHAT MAKES YOU A FIT
- 3+ years in Customer Success, Implementation, or Account Management in B2B SaaS, with a proven track record of owning renewals and hitting retention targets.
- Direct experience managing renewals end to end and accountability for GRR/NRR metrics.
- Hands-on proficiency with HubSpot and Salesforce — you understand CRM architecture, pipeline stages, and how data moves across the GTM stack.
- Deep understanding of how leads funnel through the sales and marketing tech stack, from top-of-funnel acquisition through closed-won and beyond.
- Comfortable diving into the product: building workflows, configuring integrations, and getting technical on behalf of customers.
- Thrives outside the traditional CS box — you’re energized by wearing multiple hats and tackling challenges that span implementation, strategy, and revenue.
- Strong project management and relationship-building skills with excellent consultative abilities.
- Process-oriented with a track record of improving or building CS motions from scratch.
- Customer-first mindset and thrives in a fast-paced, evolving startup environment.
NICE TO HAVES
- Implementation experience — you’ve led onboarding and technical setup for customers in a prior role.
- Knowledge of working with APIs and building custom workflows or integrations.
SUCCESS IN THIS ROLE LOOKS LIKE
- Consistently hitting or exceeding 85% GRR and 110% NRR targets across your book of business.
- Faster time-to-value and strong adoption across accounts driven by hands-on implementation and product expertise.
- Renewals managed proactively, not reactively — with risks identified and mitigated well in advance.
- Growth in expansion and advocacy opportunities driven by deep understanding of the customer’s GTM stack.
- Seamless end-to-end customer journey from Sales handoff through renewal.
- Scalable CS processes and playbooks that enable Warmly’s next stage of growth.
PREFERRED TECH STACK EXPERIENCE
HubSpot, Salesforce, Marketo, Outreach, Salesloft, Apollo, Clay
COMPENSATION
$115,000-125,000 Base, $165,000 OTE
Originally posted on Himalayas