We are looking for someone to own the post-sale experience end to end. Once a customer signs up, you make sure they get value, stay engaged, and grow with us. You will be the voice of the customer inside Doodledapp, turning feedback into action and ensuring nobody quietly churns.
This is not a support ticket role. You will build the playbooks, run onboarding, spot at-risk accounts before they leave, and work directly with product and sales to close the loop. You care about retention as much as sales cares about pipeline.
What you will do
- Own customer onboarding: guide new users from sign-up to first successful contract build
- Build and maintain success playbooks, templates, and check-in cadences
- Monitor product usage and proactively reach out to accounts showing signs of disengagement
- Run regular check-ins with key accounts to surface blockers, gather feedback, and identify expansion opportunities
- Be the internal advocate for customer needs, working with product to prioritize what matters most
- Document common issues, FAQs, and workflows to build a self-serve knowledge base
- Track retention, NPS, and usage metrics to identify patterns and improve the experience
- Collaborate with sales on renewals and upsells, providing context on account health
What we are looking for
- 3+ years in customer success, account management, or client services at a SaaS or developer tools company
- Proven ability to reduce churn and increase engagement through proactive outreach
- Strong communicator who can explain technical concepts clearly and build genuine relationships
- Comfortable working with data: you can read usage dashboards and turn signals into action
- Self-starter who builds process where none exists
- Empathetic and patient, but direct when something needs to change
Nice to have
- Experience with blockchain, DeFi, or smart contract tooling
- Background in developer tools or technical products
- Familiarity with product-led growth and freemium conversion
- Experience building customer success functions from scratch at an early-stage company
Interested?
Tell us why you would be great for this role and what you bring to the table.