Customer Success Manager

Job Snapshot

• Location: Auburn, CA (Hybrid, Work from Office / Work from Home)
• Job Type: Full Time, Permanent
• Reports To: Director of Customer Success
• Compensation: $80K to $110K base salary plus $30K to $40K variable commission, for $110K to $150K on-target earnings, based on individual and company performance.

About HuLoop Automation

HuLoop Automation, headquartered in Auburn, California, is an AI-powered Work Optimization company helping banks, credit unions, retailers, and other regulated organizations get more done without adding headcount at the same pace.

Our platform brings Human Workers, Robotic Workers, and Agentic Workers together as one team. Human Workers apply judgment, ethics, and strategic thinking. Robotic Workers handle repetitive, rules-based, high-volume tasks. Agentic Workers manage dynamic, context-aware processes that used to require constant human oversight.

The unified Work Optimization Platform spans Productivity Discovery, Work Orchestration, Process Automation, Agentic Operations, Content Processing, QuickApp Builder, and Test Automation. Community banks, credit unions, and mid-market retailers use it to cut costs, reduce errors, and free their people for higher-value work. Our regulator-friendly approach and enterprise-grade architecture make HuLoop a natural fit for highly regulated industries.

We're a fast-growing, venture-backed company built around a simple idea: work should be optimized, not just automated.

Job Description

The Customer Success Manager owns customer lifetime value and revenue growth across a portfolio of post-sales accounts. You'll build trusted relationships at every level, from C-suite sponsors to day-to-day users, and guide customers from kickoff through renewal and expansion.

Success looks like customers who renew, adopt the platform deeply, and grow their relationship with HuLoop over time. You'll be the primary point of contact who makes sure customers implement the platform well, realize real business value, and keep coming back for more.

Job Responsibilities

• Own and manage the customer relationship from onboarding through renewal.
• Build strategic relationships to become a trusted advisor within the customer organization.
• Manage onboarding and services projects alongside the service delivery team.
• Oversee strict adherence to HuLoop's implementation and customer success methodologies.
• Anticipate, track, and resolve roadblocks, rallying internal and customer teams to keep projects on time.
• Close the feedback loop, bringing learnings from client implementations back to R&D and other internal teams to drive continuous improvement.

Project Management

• Mitigate team conflict and communication problems.
• Manage, track, and proactively resolve project issues.
• Review documentation and deliverables for completeness, correctness, and compliance with company standards.
• Schedule, facilitate, and document project meetings and requirements sessions.
• Collaborate with Sales, Product Development, and Customer Service teams.
• Provide regular reports on activities and progress.
• Contribute input on improvements to project management templates, processes, and procedures.

Client Management

• Manage day-to-day client interaction.
• Align customer activities with key business objectives to create measurable outcomes and demonstrate value and ROI.
• Serve as a thought leader on AI strategy, helping customers plan for success against their own goals.
• Proactively manage renewals, upselling, and expansion within your portfolio to meet retention KPIs.
• Set and manage client expectations, and support efficient project coordination.
• Act as the main point of contact and internal advocate for customers.
• Continually look for ways to increase customer satisfaction and deepen relationships.

Qualifications

• Bachelor's degree or similar experience required.
• 3-5 years in a Customer Success role or similar experience.
• Strong customer-facing skills; prior project management and/or professional services experience is a strong complement.
• Professional communication and negotiation skills, with the ability to influence at every level of an organization.
• Strong analytical skills, with the ability to identify business questions, analyze data, and develop actionable recommendations.
• Demonstrated success addressing client problems creatively and proactively.
• Outstanding organizational and project management skills, able to manage multiple customers and tasks concurrently.
• Exceptional relationship management, with a proven ability to grow and maintain executive relationships.
• Self-motivated team player who collaborates across departments to meet customer needs.
• Comfortable in a fast-paced environment, managing competing priorities.
• Proven track record driving renewals and expansions in a SaaS environment.
• Able to communicate difficult or sensitive information tactfully.
• Highly honed presentation skills, able to deliver engaging, well-organized presentations.

What Makes HuLoop Different

• AI-powered Work Optimization platform built around Human Workers, Robotic Workers, and Agentic Workers.
• Unified platform spanning workflow orchestration, automation, testing, content processing, and agentic operations.
• Strong momentum in banking, credit unions, retail, and wholesale distribution.
• Collaborative, entrepreneurial culture with real room to grow.