Customer Success Manager

Job Title: Customer Success Manager

Location: Remote

Full-Time

About Us

At Uplift Labs, we’re redefining how human movement is analyzed and optimized using cutting-edge AI and computer vision without wearables or expensive hardware. Our platform delivers lab-grade biomechanical insights using just smartphones, empowering everyone from elite professionals to amateur athletes to optimize performance and reduce injury risk. Uplift works with more than 60 leading organizations
nationwide
, including MLB teams, USA Track & Field, the U.S. Tennis Association, NCAA programs, healthcare providers, and performance facilities.

The Role

We’re seeking a highly organized, proactive, and customer-obsessed
Customer Success Manager
to lead critical aspects of our client journey. From trial onboarding to empowering and measuring long-term customer success, this role is perfect for someone who thrives in a fast-paced startup environment, loves problem-solving, and enjoys wearing multiple hats.

Responsibilities:

Trial Management & Onboarding

• Set up and activate trial accounts for new users and enterprise clients
• Deliver onboarding documentation and guide higher-tier accounts through the onboarding process
• Monitor trial usage and data capture quality, flagging issues and providing feedback
• Collaborate cross-functionally to support trial success and conversion

Customer Success & Support

• Guide new customers through onboarding, account setup, and first time use
• Deliver customer training on reports, dashboards, and data interpretation to ensure understanding of our platform’s data
• Serve as the day-to-day point of contact for key accounts, offering ongoing support, education, and periodic checks on the quality of customer data
• Conduct periodic check-ins and maintain a high-touch support model
• Offer technical troubleshooting and support, creating and managing help tickets to track and resolve customer issues

Billing & Revenue Operations

• Generate and deliver invoices and payment links
• Track revenue contract values, payment schedules, and outstanding balances
• Maintain clear records of renewal timelines and account health

Customer Insights & Product Feedback

• Maintain and update internal docs on customer health and renewals
• Coordinate internal syncs with product and sales teams to share customer insights and feature requests
• Collect internal QA data and assist with new feature and product improvement testing when necessary

Special Projects & Field Support

• Support on-site events and conferences with on-site data collection and demos

Qualifications

• Minimum 3–5 years in Customer Success, Operations, or Support at a fast-paced tech company or startup
• Experience working with technical products or SaaS platforms
• Strong communication and organizational skills
• Comfortable using CRM software, Excel/Google Sheets, and ticketing systems (e.g., Zendesk, Intercom)
• Detail-oriented and calm under pressure, with a passion for helping others succeed
• Must be able to travel within the US at least once a month on average
• Bonus: Familiarity with sports, biomechanics, or performance analytics

Why Join Us

• Mission-driven team with a deep passion for movement health and human performance
• Opportunity to make an outsized impact in a fast-growing company
• Competitive compensation (base salary + performance bonus) and stock options
• Remote work environment (work from home) and generous healthcare coverage