US Customer Success Manager

About this role

We're looking for a Customer Success Manager to own and grow relationships with a portfolio of Famly's US customers, from onboarding through renewal and everything in between.

About Famly
We're on a mission to stop admin work from stealing the joy of working with young children. We do that with our platform, the world's first proactive assistant for educators and staff that handles admin for them so they can get back to what they love.

About the role
As Customer Success Manager, you'll own the relationship for a portfolio of Famly customers. That means guiding them through onboarding, running proactive check-ins and quarterly business reviews (QBRs), spotting renewal and expansion opportunities, and stepping in when a key account needs urgent help.
This role suits someone who wants to work across all of customer success rather than specializing in one lane. We're a small team inside a fast-scaling company, and priorities shift. In your first year, expect to build real depth across onboarding, retention, renewals, and account growth, and to become the specialist for your portfolio as the business evolves.
This role is based in our Rosslyn, Arlington, Virginia office, with a default of four days a week in person.

What you'll be doing
Running proactive QBRs and regular check-ins to keep customers engaged, informed, and getting value from Famly

Supporting onboarding calls for newly signed customers as needed

Leading ongoing training and adoption of the platform

Identifying and driving renewal and expansion conversations within your portfolio

Stepping in on reactive, high-urgency situations for key accounts, partnering closely with our Customer Advisor team, who handle more tactical day-to-day support

Getting to know your customers' goals well enough to consult them on how to get real value out of the platform

Identifying patterns and feedback from your accounts, sharing insights with the broader team, and actively participating to help shape product and process

You'll thrive in this role if you:
A quick note on what we look for: we want people who point out the window when things go well (crediting the team, the product, the customer) and look in the mirror when they don't (owning the miss and asking what they could have done differently). If that resonates with how you operate, you'll fit right in here, and it's something we'll explore together in our conversations.
Have experience in customer success, account management, or a related customer-facing role, ideally within a SaaS company

Have experience in early childhood education, or a strong affinity for the sector

Are comfortable holding a mix of proactive and reactive responsibilities, and can shift gears as priorities change

Communicate clearly and build trust quickly, whether on a scheduled QBR or an urgent call

Take ownership of outcomes and don't wait to be told what's next

Are solution-oriented. When you spot a problem, your instinct is to dig in and help fix it rather than just flag it

We know it's rare to find someone who checks every box above. If you bring strong experience in two of the following three areas, we want to hear from you: customer success, SaaS, and early childhood education.

And it'd be even better if:
You've used HubSpot, Intercom, and/or Jira in a previous role

You've worked in a customer success or sales capacity at a software company with ties to the education sector

While we'd love someone who has experience in the arena doing this type of work, we appreciate that everyone brings something unique. If you don't tick every box above, to hell with it - apply anyway. We'd still love to read your application.

The interview process looks like:
Conversation with Saubia Fatemi, Head of US Customer Success (hiring manager)

Rational thinking test and written exercise

Panel with additional members of our US Commercial team

Conversation with Harrison Brazier, Head of US Sales

Reference check

What's in it for you?
Salary in the $67-73k/year range (depending on experience)

Competitive benefits such as 401k with employer match, health insurance, and paid maternity/paternity leave.

Prime corner-office in Rosslyn’s WeWork, with modern equipment and amenities

A clear career framework and coaching to make sure you're growing, a $1000 personal development budget and a 'We'll buy you any book you want' policy.

We guarantee we'll create the time, space and leadership (as well as the budget) to make sure you grow and develop.

We want to set the pace, and don't cut corners when it comes to investing in tooling and technology that you need to be at the frontier of tech.

We're all about hiring clever people who are good humans too. It means Famly is full of top thinkers and generous teammates waiting to help you shine.

We like to give a lot of ownership both in terms of responsibility and freedom to try new, challenging tasks.

Top-notch work equipment (including noise cancelling headphones for those focus periods!).

We believe collaboration happens best in person, so we have the default of four days a week in office - but with plenty of flexibility for when life happens outside the office too.

And who are Famly?
You're probably wondering at this stage, and Famly are...? Well, it all began when our co-founder Henrik's daughter was ready to start at daycare. He couldn't believe the amount of work being done on paper - and how distant he felt from his first child during the day. The paper 'parent' books they exchanged once a month just weren't cutting it. Together with his friend, our co-founder and CEO Anders, they set about solving that.
These days, about 180 of us build Famly for more than 10,000 childcare providers and over 1 million parents.
We handle admin stress so they can get back to what matters, and we make it easier than ever to connect home, and nursery so parents can play a part in their child's day. If you join us, you'll be building, selling, or supporting customers with everything from…