What are the responsibilities and job description for the Customer Success Manager position at FreeAgents?
Company Description FreeAgents helps founder-led businesses apply AI in practical, business-ready ways. The company focuses on identifying where AI can improve workflows, reduce repetitive tasks, and help teams move faster without adding complexity. FreeAgents operates closely within client organizations, acting like internal operators who focus on real impact and forward progress. Their work spans AI workflows and operational systems, internal GPTs and automation, sales and communication workflows, team training and adoption, and operational strategy and implementation. The core philosophy is that AI should empower people to do better work, not replace them.
Role Description The Customer Success Manager is a full-time, hybrid role based in Nashville, TN, with flexibility for some work from home. This role is responsible for onboarding founder-led business clients, understanding their goals, and guiding them through AI-driven workflow and operational improvements. Day-to-day tasks include managing client communications, overseeing implementation progress, monitoring customer health and satisfaction, and proactively addressing risks to retention. The Customer Success Manager will collaborate with strategy, operations, and technical teams to translate client needs into actionable plans, provide training and support for AI tools, and identify opportunities to deepen relationships and expand value. The role requires a hands-on approach, working closely with clients to ensure successful adoption, measurable business outcomes, and long-term partnerships.
Qualifications
- Customer Satisfaction and Customer Service skills to ensure a positive and consistent client experience.
- Customer Retention and Relationship Building skills to nurture long-term partnerships and drive renewals and expansions.
- Analytical Skills to interpret customer data, identify trends, and recommend improvements to workflows and outcomes.
- Experience managing B2B accounts or customer success in a technology, SaaS, or consulting environment.
- Ability to communicate complex concepts in clear, accessible language and tailor messaging to different stakeholders.
- Comfort working in founder-led, fast-moving environments with high ownership and autonomy.
- Familiarity with AI tools, automation platforms, or operational systems is preferred; willingness to learn is essential.
- Bachelor’s degree in Business, Communications, or a related field, or equivalent practical experience.