Customer Success Manager at Sharetru in Remote

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