Customer Success & Support Manager
SamSearch | Full-Time
About SamSearch
SamSearch helps government contractors identify high-value opportunities faster and improve their win rates on public sector contracts.
Our platform combines some of the industry's largest government contracting data sources with advanced agentic AI to surface relevant bids, insights, and opportunities in real time. By simplifying complex procurement data, SamSearch allows customers to focus on strategy and execution instead of manual research.
You'll be joining a product-focused, data-driven team building tools that are transforming how government contractors find, pursue, and win contracts.
About the Role
We're looking for a Customer Success & Support Manager to own the customer experience from onboarding through renewal.
You'll lead customer onboarding, training, implementation, support operations, and retention while managing the day-to-day performance of our support team. You'll also work closely with product and engineering to ensure customer feedback directly shapes the platform.
This is a hands-on leadership role. You'll spend significant time speaking with customers, solving problems, building processes, and making sure every customer gets measurable value from SamSearch.
What You'll Do
Customer Onboarding & Training
- Lead kickoff and onboarding calls for every new customer.
- Configure customer profiles, search criteria, alerts, and pipelines to ensure they see relevant results within their first week.
- Train users and administrators on the core SamSearch workflow, from finding and qualifying opportunities to managing pipelines and analyzing and responding to solicitations.
Customer Support & Escalations
- Handle support calls and screen-sharing sessions when customers need assistance.
- Act as the escalation point for complex issues, frustrated customers, and accounts at risk.
- Reproduce bugs, document issues clearly for engineering, and follow through with customers until resolution.
- Lead and coach the support team, owning response and resolution times.
Implementation & Operations
- Build and manage a clear implementation plan for every account.
- Drive adoption across larger customer teams, ensuring seats are activated and workflows are fully operational.
- Own the support inbox, Help Center, and AI support agent.
- Turn recurring customer questions into help articles, training videos, and saved replies.
Customer Retention & Product Feedback
- Own account health, retention, and renewals.
- Conduct regular customer check-ins and business reviews.
- Identify declining usage early and proactively work to prevent churn.
- Identify expansion opportunities and coordinate with the sales team.
- Bring customer feedback, feature requests, complaints, and product insights back to the product team every week.
What We're Looking For
- Experience: 3+ years in customer success, account management, or implementation at a B2B SaaS company.
- Customer-Facing: Extensive experience leading live onboarding, training, support, and renewal calls. You enjoy working directly with customers every day.
- Leadership: Experience managing, mentoring, or coaching a customer support or success team.
- Retention: A proven track record of managing renewals, improving account health, and preventing customer churn.
- Communication: Ability to learn complex software quickly and explain it simply, both verbally and in writing.
- Composure: Comfortable handling difficult conversations and turning frustrated customers into confident, satisfied users.
- Builder Mindset: Comfortable building processes, documentation, and playbooks from scratch in a fast-moving startup environment.
- Industry Knowledge: Government contracting experience is a major plus, including familiarity with SAM.gov, NAICS codes, set-asides, and RFP structures.
- Tools: Experience with Intercom, HubSpot, Salesforce, or similar platforms is an asset. Experience running customer webinars is also a plus.
What Success Looks Like
First 30 Days
- Develop a strong understanding of the SamSearch platform.
- Shadow existing onboarding and support calls.
- Begin independently leading customer onboarding calls.
First 60 Days
- Own all new customer onboardings and escalations.
- Establish a consistent weekly operating rhythm for the support team.
- Implement an account health score for every customer.
First 90 Days
- Document and implement onboarding, implementation, and renewal playbooks.
- Establish repeatable customer success processes.
- Successfully intervene with and retain your first at-risk accounts.
First 12 Months
- Measurably improve customer retention and time-to-value.
- Build a support operation that runs independently without constant founder involvement.
- Establish a scalable customer success organization ready to grow alongside SamSearch.
Why Join SamSearch?
- Join a fast-growing technology startup operating at the intersection of AI and government contracting.
- Take ownership of a critical business function and directly influence how the company scales.
- Work closely with the founders, product, and engineering teams.
- Build and lead processes rather than inherit outdated systems.
- Have a direct impact on customer satisfaction, product development, and company growth.
We're looking for someone who wants to build, lead, and take ownership. If that sounds like you, we'd love to hear from you.
