Customer Success Manager

ABOUT IKEONO

Ikeono is the CRM built for independent retailers. We give brick-and-mortar shops the customer

relationship tools that were previously only available to big-box chains — two-way texting, automated

messaging, contact management, and deep point-of-sale integrations — all in one platform designed

around how independent retailers actually work.

We started in the independent bike retail space and are expanding across specialty retail. We're a small, focused team that believes local retailers are the backbone of their communities — and that better tools help them compete and thrive.

THE ROLE

We're looking for a Customer Success Manager to own the post-sale relationship with our retailer

customers. You'll be the go-to person business owners rely on — helping them get real value from Ikeono, driving retention and expansion, and bringing customer insight back to the co-founders to shape the product.

This role isn't just about closing tickets — it's about building the kind of relationships that make retailers choose Ikeono for the long haul. You'll be managing outcomes, driving growth, and helping shape what great customer success looks like at a company that's still early enough for your work to matter in a big way.

WHAT YOU'LL DO

• Own a portfolio of retailer accounts — building strong relationships, understanding their business

goals, and ensuring they're successful on Ikeono

• Lead onboarding for new customers, guiding them through setup, integrations, and workflows to drive fast time-to-value

• Conduct regular business reviews with key accounts to surface opportunities, measure ROI, and

strengthen retention

• Identify expansion opportunities and work collaboratively with the sales team to grow accounts

• Proactively monitor account health and intervene early with at-risk customers

• Serve as the voice of the customer — capturing product feedback and communicating it directly to

the co-founders

• Build and maintain help documentation, onboarding flows, and self-serve resources that scale the CS function

• Track and report on key success metrics: retention, NPS, expansion revenue, and time-to-value

WHAT WE'RE LOOKING FOR

Experience & Skills

• 3–6 years in a Customer Success Manager or Account Management role, ideally at a SaaS company

• Proven track record of managing a book of business — driving retention, renewals, and expansion

• Strong relationship builder who's equally comfortable with a first-time conversation and a difficult

renewal

• Clear, confident communicator — you can break down complex concepts for non-technical users

• Experience with CRM and CS platforms (e.g., HubSpot, Intercom, Gainsight or similar)

• Comfortable navigating light technical troubleshooting (integrations, browser/app issues, API basics)

• Self-directed — you own your accounts and your outcomes without needing micromanagement

Nice to Have

• Background in or passion for the cycling industry (bike retail experience is a genuine plus)

• Experience supporting a platform with POS or e-commerce integrations

• Familiarity with SMS/messaging platforms or communication tools(twilio, bandwidth, TCR)

Who You Are

• You're energized by building relationships and helping customers succeed — not just solving tickets

• You take full ownership: when an account is struggling, you see it through

• You're strategic and proactive — you anticipate customer needs before they become problems

• You like being close to the product and aren't shy about sharing feedback with the team

• Based in Colorado and willing to come into the Ikeono office in Littleton 2–3 times per month

COMPENSATION & BENEFITS

• Salary: $100k–$120k

• Remote-first with occasional visits to our Littleton, CO office (2–3x/month)

• Health insurance reimbursement

• Equipment stipend

• Retirement

HOW TO APPLY

Send a note introducing yourself and a resume to hello@ikeono.com. Tell us about a customer

relationship you're proud of — how you built it, what made it work, and what you learned. We read every application.