Customer Success Manager

About Good Tape:

Good Tape is building tools that make working with voice and audio effortless. We help journalists, researchers, and organizations capture, transcribe, and analyze conversations at scale. Our team is small, ambitious, and deeply technical, and we care about reliability and craft.

The role:

We’re looking for a Customer Success Manager to be the welcoming voice of Good Tape for inbound sales and customer inquiries, who will ensure that every interaction reflects the care and professionalism we bring to our product.

This role is perfect for someone who is service-minded by nature, thrives on building strong customer relationships, and knows how to turn feedback into action. You’ll bridge the gap between our users and our product team, helping us retain happy customers, foster advocates, and continuously improve our offering.

What you'll do:

• Be Good Tape’s Digital Receptionist, handling inbound sales and serving as the welcoming face of our company.

• Drive customer retention and advocacy, ensuring users get continuous value from Good Tape.

• Manage the feedback loop between customers and the product team.

• Produce usage and feedback reports, tracking key metrics such as topics, tickets closed, and time to first response.

• Build and nurture our Inner Circle of engaged users and advocates in close collaboration with Sales

• Act as a Business Relationship Manager, strengthening trust and long-term partnerships.

What We’re Looking For

• Service-minded as DNA — you genuinely enjoy helping people.

• A proactive mindset: you don’t wait for problems, you anticipate and solve them.

• Experience with customer experience metrics such as NPS and CSAT.

• Excellent communication skills and the ability to turn user input into actionable insights.

• Someone who thrives in a fast-moving, startup environment and enjoys working across teams.

Why join Good Tape?

• Be the voice and face of a product people love and rely on.

• Work in a small, focused, and highly skilled team where your impact is visible every day.

• Play a key role in shaping our customer experience and advocacy strategy.

• Help define how Good Tape listens to and learns from our users.

• Bring passion and proactivity, and see it directly converted into user value.