Customer Success Manager (Expansion)

About Momence 

Momence is a cutting-edge booking, communications, and business management platform for experience-based businesses, catering to yoga and pilates studios, gyms, dance schools, salons and spas, golf facilities, swim schools, and more. We empower thousands of businesses by facilitating scheduling and payments, streamlining communication, and automating their business backend. Our customer-facing Momence app is used by hundreds of thousands of customers monthly to book experiences.

As a remote-first company backed by Y Combinator (Summer 2020), we are revolutionizing the experience economy by providing modern software solutions to an underserved industry.

About this role

The Customer Success Manager plays a critical role in scaling product adoption, driving customer satisfaction, and maximizing revenue through strategic management of paid add-ons. As the frontline connection to our highest-value hosts, this role is responsible for supporting activation, adoption, and retention, while also surfacing product feedback to inform future development.

This role is both strategic and operational—balancing day-to-day customer interactions with cross-functional collaboration, feedback analysis, and enablement of expansion opportunities. You will serve as the voice of the customer, ensuring that product performance, educational resources, and feedback loops are aligned with our business goals.

This is a full-time, remote role for which we’re considering qualified candidates who reside in and are authorized to work from any location in the United States, with a strong preference for someone in EST time zone to better serve our EMEA customers.

What you will do

Host Engagement & Expansion

• Manage a pipeline of high-value customers who have activated paid add-ons across the platform.
• Conduct 1:1 calls to support activation, increase adoption, reduce churn risk, and identify upsell opportunities.
• Lead proactive outreach and retention efforts for hosts showing signs of deactivation or usage decline.
• Facilitate expansion calls with top GMV hosts to identify impactful case studies and collaborate with the Content Marketing Manager to spotlight success stories.

Product Feedback & Add-On Development

• Collect, document, and synthesize host feedback related to paid add-ons and new feature releases.
• Translate qualitative insights into clear scopes of work and improvement opportunities for the Product team.
• Collaborate with Product to prioritize fixes, feature updates, and post-release support efforts based on host impact.
• Provide tight feedback loops between customers and the engineering/product team.
  
  

Add-On Education & Enablement

• Prepare and host educational webinars for specific add-ons, showcasing functionality, success metrics, and best practices.
• Support go-to-market efforts for new paid features, including scripting webinar content, walkthroughs, and newsletter articles.
• Conduct engaging product demonstrations via screen share, particularly for AI features and new product releases.
• Ensure hosts feel confident and supported during the onboarding and usage of new tools.
  
  

Beta Testing & Feature Validation

• Identify and manage relationships with beta tester hosts for upcoming add-on features.
• Facilitate setup, feedback collection, and iterative support to inform early-stage product improvements.
• Ensure feedback is well-documented and shared cross-functionally with Product and Support.
  
  

Inbox & Operational Support

• Monitor and manage the shared Success inbox daily.
• Respond promptly to host questions, concerns, and feedback related to active add-ons or beta features.
• Route inquiries appropriately and ensure no expansion opportunity or support concern is left unresolved.
• Manage customer success activities and account information in our CRM (Hubspot).
  
  

About you

You love helping existing customers succeed while driving business growth through expansion opportunities. You're passionate about empowering small businesses and are motivated by expansion revenue targets. This role is essentially an inside sales position focused on selling existing customers on continuing to invest in their business growth—candidates with Account Executive or quota-carrying sales experience will be particularly successful. You enjoy building relationships with customers and have experience in both customer success and sales environments. You thrive in ambiguity, are proactive, and can adapt well in a startup environment where you'll help define the customer success function.

What you should have

While we welcome experience from a wide range of career and industry backgrounds, all candidates should meet the following qualifications for consideration:

• 2+ years of experience in Customer Success, Account Management, or Client Services in a B2B SaaS environment
• Strong communication skills, with experience facilitating client calls, webinars, or workshops
• Experience gathering, documenting, and prioritizing product feedback
• Highly organized with strong project and time management skills
• Comfortable using CRM, task management tools, and customer engagement platforms

We’ll be particularly excited if you also have

• Experience working in early stage startups and helping build customer success functions
• Personal or professional experience in the customer verticals we serve (fitness, yoga, wellness, classes, etc.)
• Experience working, communicating, and connecting with small business owners
• Background in both sales and customer success roles

What we offer

• Competitive base salary with performance-based incentives tied to expansion revenue and retention metrics
• Home office equipment – we’ll provide you with equipment as needed
• Flexible vacation policy – we encourage you to take time for yourself, whether it be a vacation, mental wellness day, etc.
• 100% remote position
• A collaborative, supportive team environment where you'll help shape the customer success function

All offers are contingent upon the successful completion of a background check.

At Momence, we celebrate diversity and strive to create an inclusive environment where there is respect, regardless of your background or identity. We are committed to being an equal opportunity employer.