Founding Customer Success Manager (CSM) Role at Singulate – Build CS Motion from Scratch, Remote, SaaS

🚨🚨🚨 New Job Post 🚨🚨🚨 Posted By: Karen Gordon LinkedIn URL: https://www.linkedin.com/in/kgordon177 Email: [email protected] /// The Hiring Company Company: Singulate Type of Company: SaaS Company HQ: Baltimore, MD Website: singulate.com /// The Job Title: Founding CSM Description of the Role: About the Role You'll be Singulate's first dedicated CSM, working closely with the Head of GTM to define and build the CS motion from scratch. This isn't a role where you inherit a playbook — you'll design the onboarding structure, the activation milestones, the health signals, and the renewal process while simultaneously managing a live book of pilots and accounts. You'll serve as a messaging advisor to our customers, who are B2B marketers. Your ability to review their copy, critique their campaign architecture, and give feedback that actually changes outcomes is central to how Singulate creates value — and retains customers. The Head of GTM will be a close partner: you'll have access to their GTM expertise, customer context, and direct support on every significant account. What you're bringing is the CS-specific depth, the copywriting instinct, and the execution rigor to run the motion they can't run themselves. What You'll Own CS Motion Design Build the onboarding playbook, activation milestones, health scoring framework, and renewal motion — from nothing. Document everything so it scales. Define what customer success looks like at Singulate in close collaboration with the Head of GTM. Pilot Ownership Own pilot accounts end-to-end from AE handoff through conversion to paid. Execute against clearly defined success criteria. Push back on incomplete handoffs. You're empowered to flag when a deal isn't ready to pass. Messaging Advisory Review customer email copy, campaign structure, and lifecycle strategy — and give feedback that moves the needle, not just surfaces it. Surface patterns across accounts to GTM: what's driving activation, what's causing churn risk, what copy is working and why. Retention & Expansion Own renewals and expansion. Identify and close upsell opportunities tied to measurable outcomes. Turn strong customer results into case studies, referrals, and references — proactively. HubSpot & Account Health Own account health tracking in HubSpot — clean data, clear statuses, always knowing the next action for every customer. What We Require 5–8 years in customer success or account management at B2B SaaS — with a real book of business, owned renewals, and expansion ARR you can speak to with numbers. You've built a CS motion before. Not contributed to one — built one. You know the difference between improving an existing process and starting from nothing. Strong copywriter with a genuine point of view on email. You can review a nurture sequence and tell a customer exactly what's broken and why — and rewrite it better on the spot. You learn complex products fast and teach them with clarity. Singulate is technically nuanced; you'll need to become the expert customers rely on. Startup experience where you were building structure, not inheriting it. HubSpot native — health tracking, pipeline reporting, and account data are instincts, not chores. You work with and understand marketing teams — their stack, their pressures, how they define ROI. Bonus Points Marketo, Pardot, or enterprise marketing automation experience — as a user or advisor. Agency or freelance background managing B2B marketing clients. AI-obsessed — you use it in your daily workflow and you can show us. Role Location: Working Environment: Remote If on-site/hybrid, role location: Salary: 104,000 OTE: 160,000 Total Annual Commission/Bonus: 56,000+ Currency: USD Link to Apply (optional): https://jobs.ashbyhq.com/singulate/9ef59800-65c0-4b00-b044-6c22c3344373 ----------------------------------------------------