At Mission Inbox, we help businesses ensure every email they send actually gets seen. Our platform empowers companies to build, monitor, and manage their own email infrastructure — solving deliverability issues that cost businesses real revenue. We’re scaling fast, and our clients’ success is our success.
That’s why we’re looking for a Customer Success Manager who takes ownership, thinks strategically, and genuinely cares about helping customers achieve measurable results using our platform.
Role Overview
This is not a traditional support role — it’s a strategic and operational Customer Success position. You’ll be responsible for ensuring that every Mission Inbox client not only uses our system effectively but achieves success and measurable ROI.
You’ll manage customer relationships end-to-end: from onboarding and adoption to retention and expansion. You’ll also own the improvement of our AI-powered Support Bot, treating it as one of your assets — continuously training and updating it to provide better answers and faster resolutions.
You’ll have a direct impact on our most critical metrics: net revenue retention, churn, time to value, and customer health.
Key Responsibilities
- Ensure every client is successful with Mission Inbox — both technically and strategically.
- Oversee customer health scores, dashboards, and retention metrics, taking proactive steps to reduce churn and improve lifetime value.
- Collaborate with clients to improve their use of the platform, identifying upsell opportunities that genuinely add value.
- Continuously improve and manage our AI Support Bot, ensuring it reflects the latest platform updates, use cases, and best practices.
- Lead structured onboarding processes and client check-ins to accelerate time to value.
- Work cross-functionally with Product, Engineering, and Growth teams to improve feature adoption and user experience.
- Identify patterns in customer behavior to develop strategies that drive engagement, prevent churn, and increase expansion revenue.
- Build and refine internal processes that scale customer success operations and knowledge.
- Provide actionable feedback to product teams based on client insights and recurring issues.
Requirements
- 3+ years of experience in Customer Success, Account Management, or a similar client-facing role within a SaaS or tech company.
- Strong analytical and communication skills — you can interpret dashboards and explain insights clearly.
- Experience using CRMs, analytics dashboards, and support automation tools (MAINLY HubSpot, Intercom, Zendesk).
- Demonstrated ability to improve retention and net revenue metrics through structured playbooks and customer engagement.
- Excellent written and spoken professional English.
- Proactive mindset — you don’t wait for problems; you prevent them.
- Ability to work independently and collaboratively in a remote, fast-paced environment.
What We Expect
At Mission Inbox, we hire people who take their work personally — because that’s what excellence requires. We expect commitment, grit, and fast learning from day one.
During your first month, you’ll dedicate time to study our industry, understand our technology deeply, and earn certifications in the systems we use. We believe world-class performance comes from mastering your craft — and we’ll provide the resources to help you do so.
Your guiding questions will always be:
- How can I improve net revenue retention?
- How can I reduce churn?
- How can I achieve better time to value for our clients?
- What processes need to exist to make these outcomes repeatable and scalable?
Why Join Mission Inbox
- Join a rapidly scaling SaaS company redefining the email deliverability industry.
- Work directly with leadership and influence how we serve and retain our customers.
- Lead a Customer Success function where automation and AI work with you, not against you.
- 100% remote team with a strong culture of accountability, speed, and excellence.
Important Note – Commitment & Ownership
Mission Inbox is a company built on ownership, speed, and results. If you’re looking for a relaxed job or plan to juggle multiple roles, this position isn’t for you.
We expect full exclusivity and commitment. Our best team members treat this company as their own, and that’s the only kind of mindset that thrives here.