Customer Success Manager

About the company

Unwrap.ai is building software that helps organizations understand customer feedback at scale and turn it into actionable product insight. Its platform processes input from sources such as support channels, surveys, and social channels using NLP to surface themes, trends, and opportunities for teams across software, hardware, and retail. The company works with well-known brands including Lyft, Stripe, Oura, Microsoft, Perplexity, and GitHub, and is backed by venture funding after a $12M Series A.

The team is small, highly driven, and growing quickly. Founded by former Amazon Alexa product managers, the company was created to reduce the manual effort involved in sorting through customer reviews, tickets, and bug reports so teams can focus on building products people love.

Role overview

Unwrap is looking for a Customer Success Manager to own relationships across a broad customer base, from startups to large enterprise accounts. The role focuses on helping customers achieve their goals, uncovering expansion opportunities, and making sure each account gets maximum value from the platform.

This position also involves guiding customers through implementation, training, renewals, and expansion work, while staying hands-on with everyday support. In addition, the role includes creating practical resources such as guides, FAQs, and best-practice content to improve customer enablement and product adoption.

What you'll do

• Manage customer relationships across a wide range of accounts and act as the main point of contact.
• Understand each customer’s objectives and map out a clear path to success.
• Lead or support implementation, onboarding, training, renewal, and expansion activities.
• Handle day-to-day customer support and help resolve issues promptly.
• Build helpful self-serve materials such as documentation, FAQs, and usage guides.
• Work with internal teams to share customer feedback, advocate for user needs, and improve the product and internal processes.
• Identify opportunities for retention, growth, and deeper product adoption.

Requirements

• 2 to 5 years of experience in enterprise customer success, account management, or a closely related role, ideally in SaaS or AI-based products.
• A demonstrated record of improving customer satisfaction, retention, renewals, and account expansion.
• Experience serving as a strategic partner to both technical and non-technical stakeholders, including senior executives.
• Ability to turn business goals into measurable outcomes and communicate with confidence and credibility.
• A calm, empathetic approach when handling difficult customer situations.
• Comfort working in a fast-moving startup setting with ownership over customer outcomes and product impact.
• Must be based in, or willing to move to, Santa Barbara for an in-person role.

What you get

• Early-stage impact at a Series A company, with substantial influence over support and success strategy.
• Meaningful equity upside.
• Direct reporting line to the Head of Customer Success.
• Room to grow quickly as the company expands.
• Opportunity to work alongside experienced colleagues, founders, and advisors.

Additional details

This is an on-site role based in Santa Barbara, California. The company emphasizes a high-energy, execution-focused environment and values people who are motivated, collaborative, and excited to contribute directly to customer and product success.

Who should apply

Professionals with a background in enterprise customer success or account management who enjoy relationship-building, problem solving, and driving customer value in a startup environment. Candidates should be comfortable working in person and interested in supporting both technical and business stakeholders.