Customer Success Manager

About SparkPlug

SparkPlug is reworking how retail and restaurant businesses reward the people who influence purchases on the front line. The platform helps brands pay key in-store recommenders such as beauty consultants, bartenders, and service staff through cash rewards, gamified incentives, contests, and goals tied to sales performance. The company serves verticals including beauty, outdoor gear, and full-service restaurants, with the goal of improving revenue for brands, performance for retailers, and financial fairness for frontline workers.

The company is headquartered in San Francisco, CA, and is backed by well-known venture investors and angels. This is an opportunity to join an early team as it moves into a high-growth phase.

Role Overview

This opening is for a ground-level Customer Success Manager who will help scale the customer success function for a rapidly growing SaaS business. The role is fully remote and includes regular team retreats covered by the company. The package also includes meaningful equity, unlimited paid time off, competitive health coverage, and wellness incentives.

What You Will Do

• Drive customer adoption of the platform and support account expansion.
• Own the onboarding experience for new customers from start to finish.
• Support sales efforts by helping manage referrals and related follow-up.
• Map the customer journey, identify where support is needed, and advise clients on solving problems and reaching their goals.
• Share customer feedback and product insights with the product team to help shape improvements.
• Monitor account health and introduce relevant product features at the right stage of the customer lifecycle.
• Train customer champions and their teams so they understand the value of the product and can surface needs before they become urgent issues.
• Work closely with product, sales, and support colleagues to strengthen communication and cross-team coordination.
• Meet and exceed quarterly onboarding targets.
• Expand existing accounts into higher-tier plans through upselling.

What SparkPlug Is Looking For

The ideal candidate is a proactive, customer-facing professional who can take ownership of an important SaaS segment. You should be comfortable working independently in a remote environment, organized enough to manage your own schedule, and confident communicating clearly in writing and conversation. The team values adaptability, teamwork, feedback, and a genuine interest in supporting the company’s mission.

Requirements

• 2 to 5 years of professional experience in SaaS customer success.
• Strong written and verbal communication skills, with careful attention to detail.
• Persistence and the drive to keep pushing toward ambitious goals.
• Creative, flexible problem-solving when obstacles appear.
• Comfort with common communication, collaboration, and task-management tools.
• Working knowledge of sales strategy, relationship management, and pipeline workflows.
• Experience with HubSpot Sales and/or Marketing tools is a plus.
• Prior exposure to selling software into retail or restaurant customers is a plus.
• Background as a frontline worker in retail, restaurant, or other service roles is a plus.
• Experience in an early-stage, fast-growing company is a plus.

Compensation and Benefits

The listed compensation is a salary range of $70,000 to $100,000 per year, along with a significant equity opportunity. Additional benefits include unlimited PTO, competitive health benefits, wellness incentives, and company-sponsored team retreats.

Additional Information

This is a remote full-time role. The company describes the opportunity as a chance to join an “A+” team working on a large market transformation, with substantial upside if the business succeeds.