PurpleRain Technologies Inc.
Website:
purple-rain.io
Job details:
We’re looking for a hands-on Customer Success Manager to own the customer experience from the first product demo through onboarding, implementation, support, adoption, retention, and expansion.
You’ll work directly with SMB customers, helping them deploy AI voice agents, automate workflows, solve technical issues, and get measurable value from our platform.
This is a highly customer-facing role where no two days are the same. One hour, you might be onboarding a new customer. The next, you could be troubleshooting an integration, running a live demo, handling a support call, or helping a customer identify a new AI use case.
✨ What You’ll Do
Own the customer relationship
- Manage a portfolio of UK and US SMB customers
- Become the primary point of contact throughout the customer lifecycle
- Build trusted, long-term relationships that improve retention and expansion
- Proactively engage customers based on usage, adoption, and support signals
Run demos, onboarding, and training
- Deliver live product demos for prospective and existing customers
- Lead onboarding and implementation from day one
- Guide customers through setup, configuration, and best practices
- Train customers and their teams to use the platform successfully
- Help customers reach value as quickly as possible
Provide responsive customer support
- Respond to inbound phone calls, emails, live chat, and support tickets
- Troubleshoot product, technical, and integration-related issues
- Communicate clearly, professionally, and empathetically
- Escalate complex issues to Product or Engineering when required
- Keep customers informed throughout the resolution process
Help customers implement AI
- Support customers in configuring AI voice agents
- Help design conversation flows and automation workflows
- Assist with integrations and API-based implementations
- Translate technical concepts into simple, practical guidance
- Recommend relevant AI use cases based on each customer’s business
Drive adoption, retention, and growth
- Identify customers with low engagement or setup friction
- Proactively help customers increase platform usage
- Discover expansion and upselling opportunities where appropriate
- Reduce churn and improve customer satisfaction
- Ensure customers continue discovering value from the platform
Collaborate internally
- Work closely with Sales, Product, and Engineering
- Share customer feedback and recurring issues with internal teams
- Maintain accurate customer records and activity history in HubSpot
- Improve onboarding documentation, help-centre content, and customer playbooks
- Contribute ideas that improve the overall customer experience
✔️ What We’re Looking For
- 2–5 years of experience in Customer Success, Technical Support, Implementation, Solutions Engineering, Account Management, or a similar customer-facing SaaS role
- Experience supporting B2B SaaS customers
- Excellent written and spoken English — native or equivalent
- Strong communication, presentation, and relationship-building skills
- A helpful, positive, and professional customer-first attitude
- Strong troubleshooting and problem-solving abilities
- Comfortable handling customer calls, demos, emails, tickets, and live chat
- Able to manage multiple customers and priorities simultaneously
- Highly organised, dependable, and consistent with follow-through
- Comfortable working independently in a remote environment
- Reliable computer, high-speed internet, and a quiet home-working setup
- Experience using HubSpot or another CRM or ticketing platform
💡 Nice to Have
- Experience with HubSpot, Zendesk, Intercom, or similar tools
- Experience with AI, voice technology, APIs, integrations, or automation
- SaaS onboarding, implementation, or technical support experience
- Experience delivering customer training or product demonstrations
- Experience identifying upselling or expansion opportunities
- Ability to explain technical concepts in simple, clear language
You don’t need to meet every preferred qualification. We’re more interested in strong communication, curiosity, ownership, and the ability to learn quickly.
🎯 What Success Looks Like
- Customers onboard quickly and successfully
- Support requests are resolved efficiently and professionally
- Customers actively use the platform and discover new AI use cases
- Customer satisfaction and retention remain high
- Expansion opportunities are identified naturally
- Customers receive an excellent experience from their first demo through long-term partnership
💜 Why Join Us?
- Competitive salary plus performance bonus
- Remote-first culture with autonomy and flexibility
- Work with cutting-edge AI voice technology
- A fast-moving, ambitious team where you’ll have real ownership
- Supportive colleagues who value communication and customer experience
- Clear opportunities to grow into senior Customer Success, Implementation, Solutions, or Product roles
Click on Apply to know more.
