Customer Success Manager

About sojo
sojo keeps vacation rental properties stocked with guest amenities — toiletries, kitchen essentials, coffee, paper goods — without the property manager lifting a finger. Our platform connects to their reservation calendar, builds the right kit for each stay, and delivers it before every turn. No more spreadsheets, no more last-minute runs to Costco, no more guessing what goes where. 600+ property managers use sojo across 75,000+ properties, and we're just getting started. We're a small, collaborative team that moves fast and builds together.
Overview
We're hiring a Scaled Customer Success Manager to own health, adoption, and retention across a large, pooled book of accounts. This is a one-to-many role: instead of managing a small set of named accounts, you'll build the systems, signals, and playbooks that let a single person effectively support hundreds of customers at once.
The core of the job is turning data into action. You'll define what a "healthy" account looks like, build the reporting that surfaces risk and opportunity before a human ever notices, and translate what you learn into repeatable processes, so the right intervention happens automatically, consistently, and at scale, not just when someone remembers to do it manually.
What You'll Own
Own portfolio health. Work with Head of Success to define and maintain a health-scoring model for your segment using product usage, engagement, support, and lifecycle data. Continuously refine the model as you learn which signals actually predict churn or expansion.
Monitor and act on data. Track portfolio-level trends in HubSpot and internal reporting tools, flag accounts drifting into risk or ready for expansion, and run targeted, often automated, interventions (in-app messages, email sequences, outreach campaigns) based on behavioral triggers.
Build scaled engagement. Create digital-first touchpoints (email campaigns, in-app guides, webinars, office hours, self-service resources) that let customers get value without 1:1 attention.
Report on the business. Package portfolio health, adoption trends, and process performance into regular reporting for CS leadership, and use that reporting to prioritize where to invest next.
Continuously improve the system. Regularly audit your health scores, playbooks, and workflows against actual outcomes, and iterate. This role owns the system, not just the queue.
What We're Looking For
3+ years in a customer-facing role (Customer Success, Account Management, or similar), ideally with exposure to a scaled/tech-touch or high-volume book of business.
Experience at an early-stage or high-growth startup.
Strong comfort working with data: pulling and interpreting usage and engagement metrics, building or maintaining a health-scoring framework, and using data to prioritize your own work.
Process-oriented mindset: you naturally think in terms of "how do I solve this once for everyone" rather than "how do I solve this for this one customer."
Experience with HubSpot (or a comparable CRM/marketing automation platform) for managing lifecycle communications and campaigns; comfort picking up internal or proprietary tools quickly.
Excellent written communication. You'll be writing for an audience of hundreds at a time, so clarity and tone matter.
Self-starter who's comfortable with ambiguity and takes initiative building systems rather than waiting for a playbook to be handed to them.
Ability to work in Eastern or Central time zones.
Compensation
Base salary of $70,000 to $80,000, depending on experience, plus a 15% target bonus.
Benefits
We offer a competitive compensation package as well as Medical, Dental, Vision Insurance and 401(k).
sojo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Work arrangement
Yes