Senior Customer Success Manager

About Swimm:

Swimm is revolutionizing the way software organizations understand their code. Our cutting-edge code documentation platform automates the creation and maintenance of code documentation, making it accessible and always up-to-date. With Swimm, developers can spend less time managing documentation and more time building great products.

As we scale to onboard large enterprise clients with thousands of developers, we are seeking a Senior Customer Success Manager to ensure our clients achieve maximum value from Swimm while building lasting relationships.

About the Role:

As the Senior Customer Success Manager, you will play a pivotal role in onboarding enterprise clients, ensuring their long-term success, and fostering renewal and expansion opportunities. You will act as both a hands-on strategist and a proactive problem solver, helping shape Swimm’s customer success processes from the ground up.

This role is ideal for someone who thrives in a startup environment, values independence, and is excited to make a measurable impact on Swimm’s growth.

You will begin as Swimm’s sole customer success professional, with the expectation to define the role and eventually recruit and lead a team.

What You’ll Do:

• Own the onboarding process for enterprise clients, ensuring seamless implementation and adoption.
• Serve as the primary point of contact for key stakeholders, building strong, trust-based relationships.
• Collaborate with clients to identify goals, measure success, and maximize the value of Swimm’s platform.
• Develop and refine KPIs to track customer success, predict renewal likelihood, and identify expansion opportunities.
• Act as the voice of the customer, working closely with the product and sales teams to address client feedback and align on solutions.
• Create scalable customer success frameworks to support Swimm’s growing client base.

Why Join Swimm?

• Be part of a fast-growing startup with an innovative product that’s changing how developers work.
• Take ownership of a critical role with opportunities for growth and leadership.
• Collaborate with a passionate, mission-driven team that values independence and creativity.

Compensation Range: $160k-$250k OTE, subject to standard withholding and applicable taxes.

What We’re Looking For:

• Proven experience in customer success, or a related role, in a startup SaaS company.
• Strong background in working with enterprise clients, including navigating complex organizations and managing multiple stakeholders.
• A strategic mindset, with the ability to define and implement customer success processes.
• Exceptional communication and relationship-building skills.
• A proactive, problem-solving approach with a track record of achieving results independently.
• Experience developing KPIs and using data to drive decision-making.
• Passion for improving developer workflows and a solid understanding of the software development lifecycle (a plus).
• Experience in a similar role in a startup - Successfully building the company’s customer success strategy and operations, combining hands-on work with a strategic mindset (a plus).