Customer Success Manager, SCI

<meta><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><span style="white-space:pre-wrap;">Surfline Coastal Intelligence (SCI) is seeking a </span><b><strong style="white-space:pre-wrap;">Customer Success Manager</strong></b><span style="white-space:pre-wrap;"> to own and elevate the client experience as we scale. This is a high-impact, cross-functional role where you will lead the post-sale journey end-to-end, from onboarding through long-term success, ensuring every client realizes clear, measurable value from our platform.</span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><span style="white-space:pre-wrap;">As an early member of the SCI team, you will help build the customer success function from the ground up by establishing processes, setting standards, and shaping how we support and grow our client base. You will work directly with government and private sector partners to drive seamless onboarding, dependable product delivery, and meaningful, outcome-driven engagement.</span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><span style="white-space:pre-wrap;">This role reports to the General Manager of Surfline Coastal Intelligence and partners closely with Sales, Data Science, Product, and Camera Operations to deliver a best-in-class customer experience. Under Surfline’s “Work from Anywhere” policy, this position may be performed on a full-time remote basis from any location within California.</span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><b><strong style="font-size:12pt;white-space:pre-wrap;">What You’ll Do</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Serve as the primary point of contact for clients post-sale, owning the end-to-end customer experience.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Lead onboarding, ensuring clients are set up for success with clear expectations, goals, timelines, and deliverables.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Align with clients on goals, success metrics, and use cases; track progress and outcomes over time.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Coordinate closely with Camera Operations on installation planning, logistics, and delivery timelines.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Partner with Data Science to ensure accurate, timely, and actionable data delivery.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Manage day-to-day client communication, inquiries, and issue resolution with a proactive mindset.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Drive customer product adoption through training, education, and ongoing engagement.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Monitor client health, satisfaction, and retention; identify risks and address them early.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Collaborate with Sales on renewals, upsells, and expansion opportunities.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Act as the voice of the customer internally, helping shape product and service improvements.</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><b><strong style="font-size:12pt;white-space:pre-wrap;">What We’re Looking For</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">4-5+ years of experience in customer success, account management, operations, or a similar client-facing role.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Strong track record of managing and growing client relationships post-sale, with clear ownership of outcomes.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Experience operating in ambiguous, fast-moving environments where processes are not fully defined.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Proven ability to build, refine, and scale processes with minimal oversight.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Highly organized, with strong project management skills and attention to detail across multiple work streams.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Excellent communicator who can build trust with diverse stakeholders, from municipal partners to technical teams.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Comfortable working cross-functionally to coordinate complex projects and timelines.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Proactive, resourceful, and solutions-oriented, with a strong sense of ownership and accountability.</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><b><strong style="font-size:12pt;white-space:pre-wrap;">You May Also Have</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Experience working in a startup or early-stage business environment.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Familiarity with government (B2G) or enterprise clients.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Experience with data products, analytics platforms, or technical solutions.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Interest in cutting-edge technology, particularly AI and computer vision.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Background or interest in coastal science, oceanography, or related fields.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Personal passion for the ocean, beaches, or surfing.</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="font-size:12pt;white-space:pre-wrap;">Compensation and Benefits</strong></b></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><span style="font-size:12pt;white-space:pre-wrap;">The base salary range for this position is $80,000 - $110,000. In accordance with applicable state laws, the range provided is Surfline's reasonable estimate of the base compensation for this role. The actual amount may be higher or lower, based on non-discriminatory factors such as experience, knowledge, skills, abilities, and location. In addition, Surfline offers a competitive and comprehensive benefits package including 100% company-paid healthcare (medical, dental, and vision), a 401(k) plan and match, 'Use What You Need' PTO, and more</span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><br></p>