Customer Success Manager

About Warp

Warp is an automated back-office platform for startups.

Warp lets you set up HR, payroll, and tax compliance for your team in just 10 mins. Using AI Agents, we automate all state tax registrations and filings, monitor for compliance across hundreds of tax jurisdictions, enabling founders to never waste time on HR ops ever again.

We have raised $24M from top investors like Y Combinator, A-Star, Elad Gil, Drew Houston (CEO, Dropbox), Arash Ferdowsi (CTO, Dropbox), Balajis, Kyle Vogt (CEO, Cruise Automation) and SV Angel.

Some of the fastest growing startups today already run on Warp. We are growing quickly, and are on track to be processing $1BN in payroll transactions annually by end of 2025. In this next phase, we have some amazing infra, engineering, product, and GTM opportunities ahead of us this year, and we are looking for exceptional members to join us for this adventure.

About The Role

We're hiring a Customer Success Manager to own strategic customer relationships and drive measurable business outcomes across a portfolio of accounts. You'll ensure customers maximize value from our payroll and tax solutions while identifying opportunities for growth and expansion. You'll serve as the trusted advisor to your customers, combining deep product expertise with business acumen to influence their success and drive retention.

What You’ll Do

• Own and manage a portfolio of customer accounts, serving as their primary strategic partner

• Drive customer onboarding and implementation, ensuring successful adoption and time-to-value

• Conduct regular business reviews with customers to track progress against goals and identify expansion opportunities

• Proactively identify and mitigate churn risk through health monitoring and strategic interventions

• Partner with Sales on upsells, cross-sells, and renewals within your book of business

• Develop deep understanding of customer business needs to provide consultative guidance on payroll optimization

• Collaborate cross-functionally with Support, Product, and Engineering to advocate for customer needs and resolve complex issues

• Create and refine customer success playbooks, processes, and best practices to scale our CS function

What You Need

• 3 - 5+ years of Customer Success, Account Management, or client-facing experience, preferably in SaaS or fintech

• Proven track record of managing a book of business and driving retention, expansion, and customer satisfaction metrics

• Strong business acumen with ability to understand customer goals and tie product usage to business outcomes

• Exceptional relationship-building skills with ability to influence stakeholders at all levels

• Experience conducting executive-level business reviews and presenting data-driven recommendations

• Self-starter who can prioritize strategically across multiple accounts while meeting targets

• Excellent written and verbal communication skills with ability to simplify complex concepts

Nice To Haves

• Experience with payroll, HR systems, or financial services platforms

• Familiarity with customer experience and success tools

• Background working with early-stage startup customers or in high-growth B2B SaaS

• Experience building customer success processes and playbooks from the ground up

• Track record of consistently exceeding retention and expansion targets

• Technical aptitude with ability to quickly learn complex products

Compensation

On Target Earnings (OTE): $100,000–$135,000 (includes base + variable compensation tied to retention and expansion metrics)

We review all applications, please do not reach out to anyone on the team.