Engineering - We're Hiring - New
Customer Success Manager
Remote - Full
At Callin.io, we're building the voice AI infrastructure that powers the next generation of human-machine conversations. Our platform handles millions of conversation minutes, enabling businesses to deploy intelligent voice agents that feel genuinely natural. We're a small, senior team moving fast on hard problems — and we're looking for engineers who thrive in that environment.
As Customer Success Manager at Callin.io, you'll be the primary relationship owner for our customers after they sign — and in a product as technical and fast-moving as ours, that relationship matters enormously. You'll onboard new accounts, help customers get real value out of the platform quickly, and stay close enough to their business to anticipate needs before they become problems.
This isn't a reactive support role. You'll be proactively shaping how customers use callin.io, identifying expansion opportunities, and serving as the internal voice of the customer when product and engineering decisions are being made. If you're someone who genuinely enjoys getting into the weeds of a technical product, building trust with demanding customers, and taking ownership of outcomes rather than just activities, this role is for you.
Own the post-sale customer relationship from onboarding through renewal — ensuring customers achieve their goals and see measurable value from callin.io
Lead structured onboarding processes that get new customers live quickly and confidently, with a clear path to ROI
Conduct regular business reviews with key stakeholders, tracking usage, surfacing insights, and aligning on evolving needs
Identify and develop expansion opportunities within existing accounts — positioning additional use cases, seat growth, and deeper platform adoption
Act as the primary escalation point for customer issues, coordinating internally with engineering and product to drive resolution
Collect and synthesize customer feedback into clear, prioritized input for the product team
Build the playbooks, templates, and processes that will scale the customer success function as callin.io grows
3+ years of customer success experience in a B2B SaaS environment, with a track record of strong retention and expansion metrics
Genuine technical aptitude — you don't need to write code, but you need to understand complex products deeply enough to troubleshoot, explain, and advise with credibility
Strong relationship-building skills across seniority levels — from the day-to-day technical user to the executive sponsor who signs the renewal
Clear, structured communication — written and verbal — with the ability to translate technical concepts for non-technical stakeholders and business context for technical ones
A proactive, ownership-driven mindset — you're tracking customer health before anyone asks you to, and you're raising flags early rather than late
Comfort operating in a fast-moving, early-stage environment where processes are still being built and adaptability is essential
Experience working with AI or ML products, where customer education and expectation-setting are a meaningful part of the success motion
Background managing enterprise accounts with complex stakeholder maps and multi-year contract structures
Familiarity with voice AI, conversational design, or telephony — enough to speak credibly about the domain with technical buyers
Prior experience building or formalizing a customer success function from an early stage
Customers who are invested. Our customers are deploying voice AI to transform core parts of their business. The stakes are real, the relationships run deep, and the work you do directly affects outcomes that matter to them.
A seat at the product table. At our stage, customer success isn't downstream of product - it informs it. The feedback you bring back from customers will shape what we build next.
Full ownership. You'll own your accounts end to end — onboarding, adoption, expansion, renewal. No handoffs that lose context, no shared accounts that dilute accountability.
Async-first, fully remote. Structure your days around your customers and your priorities, not around office hours.
Competitive compensation. Base salary plus performance incentives benchmarked to senior CSM roles at top-tier SaaS companies, regardless of your location.
Apply
Our hiring process is designed to be respectful of your time while giving us confidence you're the right fit.
01
Application Review: 15-30 minutes Submit your application with resume/portfolio. We review every application personally and respond within 5 business days.
02
Initial Screen: 30 minutes Quick video call with our recruiting team to discuss your background, the role, and answer initial questions.
03
Technical/Skills Assessment: Varies by role For engineering roles: coding challenge or take-home project. For other roles: case study, portfolio review, or role-specific exercise.
04
Team Interviews: 2-3 hours total Meet potential teammates and leadership. We typically schedule 2-3 conversations covering technical skills, culture fit, and role-specific deep dives.
05
Final Decision: 2-3 days We move quickly. You'll hear our decision within 2-3 days after final interviews. If it's a yes, we'll extend an offer immediately.
Total Timeline: 2-3 weeks from application to offer