Open Position:
Closed Position:
Client Success Manager

Ensure all Underline clients are happy and informed

This position closed on

General Info

Denver/Austin/Remote (US)
Full Time
Mid to Senior-Level
Client Success
Reports to:
Head of Marketing & Comms


Salary Range:
Medical, Dental, Vision, Life Insurance, Disability Insurance, Paid Family Leave, and 401k.
*In compliance with Colorado's Equal Pay for Equal Work Act the salary for this role is listed. Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skills, certifications, and geographic location.
*Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skills, certifications, and geographic location.

About Underline

Underline starts with our people.

At Underline, we've rapidly built a culture around ownership, trust, community, and innovation. Underline is dedicated to cultivating a growth environment where people feel valued, work with a purpose of mission, are personally rewarded, and are professionally challenged.

Are you ready to join this team and transform American communities?

Underline was founded in 2019 with a singular mission: to ensure the vibrancy of our nation through building intelligent community infrastructure in a socially equitable manner. We work with American communities to design, finance, and construct open access fiber-optic networks. These networks are critical to secure internet access that’s fast, affordable, and fair. As open access networks, this infrastructure is also the essential foundation for distributed healthcare services, new wireless solutions, and resilient infrastructure including modernized water systems and responsible energy creation. Our first two projects are in Colorado Springs and Fountain, Colorado.

About this Position

Does this sound like you?

  • You are passionate about ensuring excellent customer experiences through building relationships, understanding issues, and delivering solutions  
  • You can solve problems with curiosity and creativity
  • You are a true believer in the social, economic, and environmental benefits of bringing intelligent infrastructure to communities across the country
  • You are action-oriented and can manage many work streams at once, but you also know when the stakes are high and you need to focus on quality over quantity
  • You are a strong communicator (written and verbal)
  • You have an entrepreneurial spirit – you have no problem getting your hands dirty and have an intense ability to learn quickly and from others.

What you'd be doing:

  • Design customer success flows based on the type of issue and the party responsible for the solution
  • Create and manage client success content, in coordination with the marketing and communication team 
  • Be the trusted advisor and advocate for thousands of customers—from onboarding to service selection, installation, and expansion 
  • Actively respond to all questions and comments across customer engagement channels —from Facebook to Intercom and Aircall 
  • Efficiently resolve customer inquiries by aligning customers with the right resources
  • Identify and escalate risks to the project or Underline brand 
  • Gain a deep understanding of the challenges faced by customers and advocate on their behalf in discussions about marketing, communications, and product improvements

Experience we require:

  • 5-7+ years experience in account management, customer success, consulting or similar roles related to driving customer success and adoption
  • Fluency with B2C engagement channels and best practices 
  • Strong communications and project management skills, with proven results advising customers and delivering solutions 
  • Proven ability to operate autonomously and create structure
  • Experience building onboarding and multi-channel customer success programs 
  • Experience working in a cross-functional team, and comfort with technical solutions 
  • Experience in telecommunications and other consumer technology products a plus

Bonus points:

Hiring Manager

Eva Arevuo
Head of Marketing & Comms

Unsure about applying?

Confidence can sometimes hold us back from applying for a job. But here’s the thing: there's no such thing as a 'perfect' candidate. Underline is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.

Position Application

We are an Equal Opportunity Employer. We maintain exceptionally high standards for talent and recognize that there are many paths to developing expertise. We don't discriminate based on race, color, religion, sex, gender identity or expression, national origin, political affiliation, sexual orientation, marital status, disability, age, parental status, military service, or other non-merit factors. If you have the skills we need and the ambition to grow fast with us, that's all that matters.