[Remote] Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. doola is a dynamic company committed to simplifying the complexities of business formation and compliance. They are seeking a Customer Success Manager to own the full post-sale lifecycle for their embedded API and white-label partners, ensuring successful onboarding, expansion, and renewal processes.
Responsibilities
- Drive partners from contract signature to first live formation within 14 to 30 days
- Maintain a documented health score (formation volume) for every active partner
- Run structured quarterly business reviews (QBRs) and proactive touchpoints
- Manage the at-risk designation process and own escalation paths
- Treat formation revenue as the floor, not the ceiling; surface API expansion opportunities (annual reports, ITIN, tax downstream attach)
- Track partner-sourced downstream revenue as a core success metric
- Serve as the voice-of-partner into product, operations, and sales
- Log all custom partner requests with a repeatability assessment and revenue potential before any engineering triage
- Ensure no partner churns without a documented save attempt
- Enforce annual contracts per policy and own the renewal cycle
Skills
- 3 to 6+ years in B2B SaaS account management, customer success, or partnerships
- Managed a book of 20+ B2B partners or accounts simultaneously (no affiliate or referral programs)
- Owned or contributed to a partner onboarding playbook
- Worked cross-functionally with product and engineering on API or integration requests
- Comfortable reading API docs, understanding webhook flows, and communicating integration requirements without being a technical pass-through
- Negotiated contract renewals or term adjustments with B2B partners
- Demonstrated HubSpot CRM rigor; every partner interaction logged, pipeline stages maintained
- Bachelor's degree or equivalent experience
- SaaS startup experience, ideally in FinTech, LegalTech, or compliance
- Built a partner health scorecard from scratch
- Familiarity with technical terminology around APIs
Benefits
- First dedicated partner success seat within the organization
- Work at the intersection of fintech, API infrastructure, and global founder enablement
- Opportunity to work with a dynamic and innovative company at the forefront of the industry.
- Collaborative and supportive team environment with opportunities for growth and development.
- Flexibility to work remotely from anywhere with a stable internet connection.
- Competitive compensation package with performance-based incentives.
Company Overview