Customer Success / Account Manager

HESH is a Human-Centric Operating System for the craft economy — an integrated platform combining PLM (Product Lifecycle Management), MES (Manufacturing Execution System), ERP (Enterprise Resource Planning), and MRP (Material Requirements Planning), all driven by AI agents. 

We are looking for a Founding Customer Success & Account Manager to own the customer journey after the sale.

About The Role
This is a hybrid role across Customer Success, Account Management, onboarding, support, and implementation.

You will help new customers launch successfully, make sure they actively use HESH, collect feedback, manage renewals and payments, and identify opportunities for expansion.

You will work closely with the founders and product team, and you will have a direct impact on retention, MRR, customer happiness, and product direction.

Responsibilities

• Onboard new customers and guide them through implementation
• Run kickoff calls, training sessions, and regular customer check-ins
• Help customers configure workflows, tasks, roles, users, and production processes
• Act as the main point of contact for existing customers
• Track customer health, adoption, risks, and follow-ups
• Push customers toward active and consistent product usage
• Handle support requests and coordinate issues with the product/engineering team
• Collect product feedback and turn it into clear insights for the team
• Manage renewals, payment follow-ups, and overdue invoices
• Identify upsell and expansion opportunities
• Build simple processes for customer onboarding, retention, and account management

Requirements

• Experience in Customer Success, Account Management, Support, Sales, or Project Management
• Strong communication skills and ability to work with business customers
• Ability to understand a complex product and explain it clearly
• Comfortable with follow-ups, reminders, payment conversations, and pushing customers to the next step
• Structured and organized: notes, tasks, statuses, CRM updates, follow-ups
• Proactive mindset: you do not wait until the customer complains
• Interest in B2B SaaS, operations, manufacturing, or workflow software

• Fluent English

   

Nice To Have

• Experience in B2B SaaS
• Experience with onboarding or implementation of software products
• Experience with manufacturing, ERP, CRM, inventory, task management, or workflow tools
• Experience working with founders or early-stage startups
• Experience with HubSpot, Notion, Clickup,, Crisp, Slack, or similar tools

What We Offer

• Direct impact on revenue, retention, and customer success
• Close collaboration with founders and the product team
• Opportunity to build the Customer Success function from the ground up
• Work with real manufacturing businesses and solve practical operational problems
• Flexible remote work
• Fixed compensation + possible performance bonus based on renewals, expansion, and collections

Ideal Candidate
You are not just a support person. You can own a customer relationship end-to-end: onboard the company, make sure the team adopts the product, follow up when usage drops, collect payments, spot risks early, and help customers get real value from HESH.

You enjoy working with people, but you are also structured, persistent, and comfortable taking responsibility for business outcomes.

Format

• Office / Hybrid
• Full-time preferred, part-time possible at the start
• Compensation: based on experience + performance bonus