Customer Success Manager

Customer Success Manager

Remote United States

About MagicBlocks

MagicBlocks is the AI sales agent that runs every day for NASDAQ-listed Beeline Waterbom Bali and 19 other operators across mortgage insurance auto home services fintech and tourism. Sub-5-second response. 24/7 coverage. SOC 2 Type II and ISO 27001.

Built by operators. Jay Stockwell $200M in leads generated co-founder of Beeline. Sean Clark 15 years building production systems built Bob the mortgage industrys first AI sales agent.

Were growing the team. This is our first US Customer Success hire.

The role

Youre the person who takes a new MagicBlocks customer from we just signed to this is converting leads better than any rep weve ever had. Onboarding. Performance tuning. The ongoing relationship after launch. The signal back into product.

Youll own a portfolio of customers in regulated high-stakes industries mortgage brokers insurance agencies dealerships home-services operators. They dont tolerate AI that breaks under pressure. They expect their agent to make a number. Your job is to make sure it does.

What youll own

1. Onboarding & launch

Take the customer from signed contract to live converting agent fast. Youll run the kickoff gather the source-of-truth content (products pricing qualification rules FAQs) coordinate the CRM integration and stand the agent up before the customers enthusiasm cools off. Most operators should be live in 714 days. Thats on you.

2. Ongoing customer success

Carry a portfolio of accounts post-launch. Health-check them. Run the quarterly business reviews. Catch the early signals when an account is drifting before it shows up in the renewal forecast. Bring the founders into a conversation when the moment calls for it.

3. Performance optimization

This is the part most CS hires cant do. Get inside the agents conversations read transcripts find where qualification is stalling or where the playbook is leaving deals on the table and tune it. Youll work directly with the customer on prompt language qualification logic channel choice and handoff timing. Their conversion number is your scoreboard.

4. Voice of customer

Be the loop between what customers actually need and what we build next. Patterns in support requests repeated feature asks where the agent surprises us where it falls short all of it comes back through you. Direct line to product and engineering. No middle layer.

What a great first 90 days looks like

• Day 30 Youve owned 23 active onboardings end-to-end. You can run a kickoff without a script. You know our 21 customers and what each one runs MagicBlocks for.
• Day 60 Youre carrying a portfolio. Your customers agents are improving week-over-week and you can show the numbers. Youve already brought 23 product insights back to engineering.
• Day 90 Youve shaped at least one piece of the onboarding playbook based on what youve learned. New customers go live faster because of work you did.

What were looking for

• 35 years in customer success or onboarding at a B2B SaaS company. Not a generalist account manager. Youve owned a book of business and you know what good looks like.
• Youve worked with a sales-led product before. You understand that customers paid for outcomes not features and you measure your work by their results.
• You can read a conversation and tell us whats wrong. This is the rarest skill on this list. If youve built support workflows sales playbooks or conversation flows before even in a previous life thats the muscle we want.
• Youre comfortable with a CRM and an integration. Bonus if youve worked inside HighLevel HubSpot or Salesforce. Double bonus if youve helped stand up Twilio or Calendly integrations.
• You write well. Customer emails. Internal updates. QBR decks. Were a small team your writing is part of the product experience.
• Youre calm under pressure. Our customers livelihoods run on this. When something goes sideways the customer needs to feel like the adult in the room is on their side. Thats you.

Bonus

• Youve worked in mortgage insurance auto home services fintech or another high-intent lead category before.
• Youve helped ship onboarding playbooks at an early-stage startup (1050 people).
• You have an opinion on why most AI projects never make it to production and what to do about it.

How we work

Five values. We hire and fire on these.

• Builder energy. We ship iterate improve fast.
• Truth over hype. Accurate and durable beats loud and temporary.
• Useful over impressive. If it doesnt help the customer win its not worth polishing.
• High trust. Clear direction. Clear accountability. Minimal drama.
• Customer proximity. Decisions anchored to real conversations and real outcomes.

Benefits

• Health dental and vision insurance
• Life & disability insurance
• 10 personal/sick days per year (available immediately)
• 3 weeks vacation per year (accrued per pay period)
• 401(k)

Logistics

• Location: Remote US-based. You must work core US business hours
• Travel: Light. Quarterly customer visits and one annual offsite.
• Reports to: The co-founders directly while we build the function. Youll have meaningful influence over how Customer Success is shaped here.
• Equal opportunity: We hire on craft not credentials. Every applicant who can do the work is welcome.

How to apply

Send a note to with:

1. A short paragraph on a customer you took from troubled to thriving what you did what changed and how you knew it worked.
2. Optional: a Loom or written outline of where an AI sales agent ideally fits within the lead journey.

We read every application. We reply to every applicant we interview.

Required Experience:

Senior IC