Customer Success Manager

Job Description

Sharetru is the secure file-sharing platform built for compliance-driven industries. We are FedRAMP Moderate Authorized Service and purpose-built for organizations that need to share controlled unclassified information (CUI), protected health information (ePHI), ITAR-regulated data, and FINRA-governed files without compromise.

Our customers—across government contracting, healthcare, defense, and financial services—rely on Sharetru because data security isn’t optional for them. It’s the foundation of their operations. We give them a platform that works the way they work: through our web app, secure links, or automated transfers via native SFTP, FTPS, or FTPeS integration. One platform, multiple options, zero compliance gaps.

Today, we serve 675 customers and are growing. We’re building a customer success function from the ground up—and that’s where you come in.

The Role

This is not a steady-state CSM position where you inherit a playbook and run it. You will be the first dedicated customer success hire at Sharetru. Your primary mission is twofold: ensure every new customer is onboarded successfully and deeply adopted, and own the renewal pipeline so we retain the customers we’ve earned. Everything else—QBRs, advocacy, customer health—flows from getting those two things right. Upgrades and new revenue opportunities are handled by our account executive; your job is to make customers so successful that those opportunities surface naturally.

You’ll report directly to the CEO, who has been the de facto CSM until now. That means you’ll have full context on customer relationships, direct access to executive decision-making, and the autonomy to shape how Sharetru serves its customers going forward. It also means the stakes are real: these are compliance-critical customers whose renewal decisions often hinge on trust, responsiveness, and deep understanding of their regulatory environment.

The right person for this role is a builder who is energized by the challenge of creating something from scratch—someone who can design an onboarding workflow that gets a healthcare customer sharing ePHI securely in their first week, then turn around and build a renewal forecasting model that ensures no contract falls through the cracks. If you thrive in environments where the playbook doesn’t exist yet and you get to write it, this is your role.

Key Responsibilities

Onboarding (Primary Focus)

• Own the end-to-end onboarding experience for every new Sharetru customer—from signed contract to full adoption and value realization
• Design and implement a repeatable onboarding playbook tailored to compliance-driven use cases: getting customers securely transferring CUI, ePHI, ITAR, or FINRA data within their first weeks
• Create onboarding checklists, welcome sequences, and milestone-based check-ins that scale across customer segments
• Reduce time-to-value by proactively guiding customers through configuration, integrations (SFTP, FTPS, FTPeS), and compliance-specific workflows
• Identify and address adoption risks early—customers who aren’t actively using the platform within 30 days of kickoff should be on your radar before they become churn risks

Renewals & Retention (Primary Focus)

• Own the renewal pipeline end-to-end—forecasting, proactive outreach, negotiation, and close—with personal accountability for renewal targets and gross revenue retention
• Build and manage a renewal tracking system with 90/60/30-day outreach cadences so no contract expires without a conversation
• Identify at-risk accounts through usage data, engagement signals, and relationship health—and intervene before it’s too late
• Surface upgrade and expansion signals (growing teams, new compliance needs, increased usage) and hand off qualified opportunities to the account executive
• Segment the customer base by ARR and risk profile to prioritize high-touch renewals for strategic accounts vs. scaled motions for the long tail

Build the Customer Success Foundation

• Design and document Sharetru’s customer success playbook from scratch: onboarding workflows, health scoring, risk identification, escalation paths, and renewal cadences
• Select, implement, and manage a customer success platform (e.g., Custify, ChurnZero, Vitally, or similar) to operationalize health tracking and renewal management
• Document institutional knowledge from the CEO transition into repeatable processes and customer profiles
• Create templates and frameworks (QBR decks, onboarding checklists, renewal communication sequences) that can scale as the team grows

QBRs & Customer Advocacy (Secondary)

• Conduct Quarterly Business Reviews for strategic accounts—tailored to each customer’s compliance requirements, usage patterns, and business objectives
• Be the voice of the customer internally—synthesize feedback, usage trends, and churn signals into actionable insights for product, engineering, and leadership
• Partner with the account executive to ensure smooth handoffs on expansion opportunities and flag accounts where upgrade conversations make sense
• Identify and cultivate customer champions for case studies, referrals, and references

Requirements

Must-Have

• 3–7 years in a customer success, account management, or customer-facing role at a B2B SaaS company—with direct ownership of a renewal book (not supporting someone else’s)
• Demonstrated experience managing renewals, conducting QBRs, and maintaining high gross retention rates
• Compliance fluency: working knowledge of at least one regulated framework (FedRAMP, HIPAA/ePHI, ITAR, CMMC, SOC 2, FINRA, or similar). You can discuss audit timelines, data handling requirements, and compliance obligations in a customer conversation without needing coaching
• Experience building or significantly improving a customer success process, playbook, or system from scratch—in an environment with limited resources or infrastructure
• Strong organizational skills with the ability to manage a large book of business, prioritize competing demands, and maintain disciplined follow-through on renewals and escalations
• Exceptional communication skills: you can translate technical compliance concepts for non-technical stakeholders and simplify complex product capabilities for customers
• Self-starter mentality—you’re comfortable working autonomously, making judgment calls, and operating in a fast-moving environment where the playbook doesn’t exist yet

Strong Preference

• Background in GovTech, healthcare IT, defense/aerospace software, or financial services technology—industries where data security is non-negotiable and customers treat compliance as a business-critical function
• Experience with customer success platforms such as Custify, ChurnZero, Vitally, Gainsight, or Totango
• Familiarity with SFTP/FTPS file transfer workflows or technical product environments where customer use cases involve infrastructure-level integrations
• Track record of managing 150+ accounts simultaneously while maintaining high renewal rates

Nice-to-Have

• Experience working directly with C-suite stakeholders (CISOs, CTOs, compliance officers) as primary points of contact
• Familiarity with FedRAMP authorization processes and the compliance lifecycle from the customer’s perspective
• Previous role as the first CS hire or early-stage team member at a growth-stage company

What Success Looks Like

First 30 Days

• Complete onboarding with the CEO to absorb institutional knowledge of key accounts, common workflows, and customer relationship history
• Understand Sharetru’s product deeply enough to walk a new customer through setup and answer compliance-related questions confidently
• Identify the top 20 accounts by ARR and the top 20 by churn risk—begin relationship introductions and audit the upcoming renewal calendar
• Shadow or co-lead at least two customer onboardings to understand the current experience and identify gaps

First 60 Days

• Own the renewal pipeline independently—no renewal in the next 90 days should be untracked or without a proactive outreach plan
• Draft and begin implementing a standardized onboarding playbook with clear milestones, timelines, and compliance-specific configuration steps
• Propose a customer segmentation model (high-touch, mid-touch, scaled) based on ARR and risk analysis
• Complete Health Scoring implementation in our CS platform

First 90 Days

• Fully own onboarding for all new customers with minimal CEO involvement—new customers should experience a structured, professional onboarding from day one
• Have a documented renewal process with 90/60/30-day outreach cadences operational and tracking renewals across the full customer base
• Deliver a documented CS playbook covering onboarding workflows, renewal process, escalation paths, and initial QBR framework
• Establish measurable baselines for key CS metrics: time-to-value for new customers, renewal rate, and gross retention rate

Benefits

• Competitive salary
• Fully remote role
• Employer-paid medical
• Employer-paid dental and vision insurance
• 401k/Roth with company match
• Paternity/Maternity Leave
• Paid time off + Medical Leave + 10 company holidays
• Professional Development
• Company provided technology
• Direct access to the CEO and meaningful influence over onboarding, retention strategy, and customer experience
• The opportunity to build and own an entire function from the ground up—not inherit someone else’s playbook
• Work on a product that genuinely matters: our customers rely on Sharetru to protect some of the most sensitive data in their organizations. The work you do has real impact.