Customer Success Manager

Full Time

Charma (formerly WorkPatterns) is the modern manager’s toolkit. We’re guiding workplace relationships with a framework for better 1:1s, AI-assisted feedback, and simplified goal setting. We help all managers become great managers by improving team performance, job satisfaction, and morale.

Our product is already making an impact by helping teams adapt to new hybrid work environments. We’re doubling revenue year over year and have over 400 paying customers, including teams at Amazon, Apple, Panasonic, and many more.

We are a passionate, no-ego team of experienced entrepreneurs, technical talent, and product minds. We’ve focused from our founding in 2018 on developing our own hybrid work system, well before it was “cool.” We meet in person for quarterly offsites in great places like San Francisco, Los Angeles, and San Diego and have plans to expand to exciting destinations like Mexico City, Costa Rica, and others. The rest of the time, we work remotely, keeping meetings to a minimum so people can focus on deep work and set their schedules around when and where they work best.

We’re also fortunate to have the backing of top investors, including Founders Fund, Javelin Venture Partners, Zoom, GTMFund, and Shorewind Capital.


This is a rare opportunity to be the first Customer Success Manager at a high-growth, seed-funded startup with a proven team and backing from some world’s top investors, including Founders Fund and Javelin Venture Partners.

As our first customer success manager, you'll partner closely with… well, with basically everyone: Sales, Product & Design, Engineering, and our Marketing teams. Your focus is to engage our key accounts while educating and supporting our end users.

You'll also have the opportunity to help build and optimize our overall operations across the customer relationship, help create compelling sales copy, partner with marketing on customer content, influence our product roadmap based on customer feedback, and help continue to build our team culture. That last one should not be overlooked. 

Your main responsibility is to own, manage, and grow a book of business consisting of Charma’s largest and most strategic customer. Common activities in a typical quarter include:

  • Onboarding new customers and ensuring they are provided with the necessary training and resources to maximize their use of the platform 
  • Maintaining detailed records of customer interactions (office hours, weekly check-in meetings, QBRs, email communications, etc.)
  • Assisting your customers with technical support and troubleshooting 
  • Developing and maintaining strong customer relationships, proactively identifying opportunities to increase customer satisfaction and retention 
  • Tracking customer usage metrics and providing recommendations to customers to ensure they are getting the most out of the product 
  • Developing renewal plans and ensuring customers engage with the product
  • Identifying customer issues and escalate them to the appropriate channels 
  • Cultivating customer superfans and promoting them with Marketing  
  • Creating a quarterly report for Product Development based on customer feedback and requests
  • Always finding ways to improve your (and our team’s) effectiveness and efficiency 


We’re looking for someone who:

  • Is fired up to be the first customer success manager and recognizes all the potential that comes along with it
  • Has the resilience and problem-solving abilities to thrive in the ambiguous environment of an early stage startup
  • Has at least 3-5 years of experience managing accounts in B2B SaaS products and a track record of exceeding targets
  • Is a crisp communicator, a creative problem solver, and a great listener with a consultative approach
  • Can understand customer problems and position our solutions accordingly
  • Is process-oriented and has a methodical approach to managing their book of business
  • Can contribute strategically to go-to-market tactics as well as to product development
  • And bottom line: Is fundamentally results-driven and wants to focus on retaining and growing customers



  • Competitive pay & substantial equity grant
  • Health insurance
  • Autonomy and flexibility in your work schedule
  • Unlimited vacation policy
  • Talented team working on a hard problem and having fun along the way
  • Have a huge impact and the ability to influence the direction of a category-defining company



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