Customer Success Manager
About Deck
Deck is building the data infrastructure for the internet. We make scattered, login-protected data instantly accessible through clean APIs and integrations—empowering businesses to act fast and smart, with no friction.
We’re a team of builders from top-tier tech companies who believe one thing: great ideas need great data. If you thrive in early-stage chaos, own your work like a founder, and think in frameworks—not features—Deck might be your next home.
The Role
This is a relationship-first role built for someone who loves owning the full customer journey, from onboarding through long-term strategic partnership, with enterprise accounts.
You'll work side-by-side with a team of highly skilled Customer Success Engineers who bring deep technical expertise. Your superpower is the relationship layer: you'll translate business goals into outcomes, align internal resources, and make sure our customers feel heard, understood, and set up for success. The technical heavy lifting is covered. What we need is a trusted advisor who can manage complexity, navigate large organizations, and build lasting executive relationships.
This is an IC leadership role. There's no established playbook handed to you — you'll help write it. You'll operate with a high degree of autonomy, set the standard for how great customer success looks at this company, and directly influence how the team and function grow. If you're energized by ownership and the opportunity to shape something from the ground up, this role is for you.
What You’ll Do
Customer Onboarding & Adoption
Lead structured onboarding programs for new enterprise customers, ensuring fast time-to-value
Build and execute tailored success plans aligned to each customer's business objectives
Partner with Customer Success Engineers to connect customer goals with the right product capabilities
Track adoption milestones and proactively intervene when customers fall behind expected benchmarks
Executive & Stakeholder Relationships
Own the executive relationship at your accounts — be the face of our company to senior stakeholders
Facilitate regular Executive Business Reviews (EBRs) that connect product value to customer outcomes
Build multi-threaded relationships across business, technical, and executive contacts within each account
Serve as the internal voice of the customer, surfacing feedback to Product, Engineering, and Sales
Account Strategy & Risk Management
Maintain a clear, current understanding of account health across your portfolio
Identify and mitigate churn risks early, escalating to the right internal stakeholders when needed
Spot and develop expansion opportunities in partnership with the Sales team
Document account plans and status, keeping records clean and up to date
Who You Are
At least 3 years of Customer Success experience in a SaaS environment
Demonstrated experience managing enterprise or large strategic accounts
Proven ability to build and maintain C-suite and VP-level relationships
Experience running Executive Business Reviews and presenting to senior stakeholders
Strong written and verbal communication: you can distill complex situations into clear, confident narratives
True self-starter mentality: you don't wait to be told what to do and you're comfortable building process where none exists
High ownership orientation: you treat your accounts like a business owner and hold yourself accountable to outcomes, not just activities
Startup experience or comfort with ambiguity, shifting priorities, and rapid iteration
Nice to Have
Experience with Notion for documentation and process building
Familiarity with Gong for call recording, coaching, and account insights
Experience working closely with technical teams (e.g. solutions engineering, professional services)
Background in industries like fintech, enterprise software, or data infrastructure
Prior experience in an early-stage or high-growth startup environment
Why Join Deck?
Competitive pay for the right skills
Proven leadership with a track record of big results
Significant ownership and autonomy in how you operate
A team of exceptional peers tackling complex, high-leverage problems
Momentum: recent fundraise by top-tier investors, massive whitespace, and accelerating traction
Deck isn’t just a product—it’s a mission. We believe that businesses should spend more time thinking and building, and less time wrestling with data plumbing. If that vision excites you, and you’re energized by early-stage speed, ambiguity, and intensity—let’s talk.
Before applying, take a look at our Constitution. If you don't dislike it, there's a good chance you’ll love working here.
