About the Role
In this role, you’re a strategic advisor to our customers, helping them tell better stories with interactive demos. You understand how buyers discover, evaluate, and choose software, and you use that insight to help customers decide what to show, to whom, and why. Then you roll up your sleeves and build it with them.
You’ll learn Walnut inside and out, work directly in the platform every day, and partner closely with our Product and R&D teams to bring the customer’s voice into what we build. You’ll manage a portfolio of customer accounts, keep their demos effective, and spot problems early so your team lead can act on them.
What You’ll Do
- Advise customers on their demo strategy. Help customers shape the story behind their demos: which audiences, use cases, and stages of the buyer journey to focus on, and how each demo should drive the next step.
- Become a buyer experience expert. Build a deep understanding of how modern buyers evaluate software, and bring that perspective to every customer conversation, recommending what makes a demo engaging, clear, and convincing.
- Build and maintain customer demos. Capture screens, edit and style demos in the Walnut editor, add guides and flows, and keep demos current as a customer’s product UI or messaging changes, so every demo looks right and tells the right story.
- Partner with Product and R&D. Share customer feedback, use cases, and friction points with Product and R&D, test new capabilities with customers, and help shape how Walnut evolves.
- Help customers get hands-on value. Run working sessions and training, show customer teams how to build and maintain their own demos, and share best practices.
- Support customers through change. When a champion or demo owner leaves or changes roles, onboard the new owner quickly and make sure demos and knowledge aren’t lost.
- Watch account health. Track usage and adoption across your accounts, flag risks early, and support renewals with clear evidence of what customers have built and achieved.
- Work across teams. Partner with Support and Sales to resolve issues, and coordinate with Professional Services on larger or custom builds.
Scope
You’ll typically own around 60 customer accounts, including advising on and building their demos, with workload balanced across the team.
What We’re Looking For
- Experience. 2–4 years in a customer-facing SaaS role such as customer success, implementation, support engineering, or solutions consulting.
- Strategic, consultative thinking. You can understand a customer’s business and audience, ask the right questions, and recommend how to tell their story, not just take requests.
- A builder’s mindset. You like working hands-on in software, learn new tools quickly, and enjoy turning a messy screen into a polished, working experience.
- Clear communication. You can run a working session, explain technical steps simply, and write clear, friendly emails to customers.
- Resourceful, curious, and teachable. You figure things out, ask good questions, and adapt quickly as our product and customers change. We’ll teach you Walnut; you bring the drive to master it.
- Organization and follow-through. You manage several accounts and requests at once, keep track of next steps, and close the loop.
Technical Requirements
- Working knowledge of HTML and CSS — enough to read, tweak, and fix page elements.
- Comfort with browser developer tools (inspecting elements, editing styles, troubleshooting what renders on screen).
- Advantage: experience with no-code or demo tools (e.g., Walnut, Navattic, Storylane, Reprise, or similar).
- Advantage: experience using AI tools to speed up building, editing, or documentation.
Role Details
| Location | Fully remote |
| Working hours | 5–6 hours of daily overlap with US business hours |
| English | Professional fluency, spoken and written (daily customer calls and email) |
| Reports to | Head of Customer Experience |
| Experience | 2–4 years |
| Growth path | Room to grow into senior technical and strategic roles as you deepen your expertise |
What Makes This CSM Role Different
This role covers everything you would expect from a CSM, with a different mindset. Instead of acting as a transactional account owner, you’re a strategic advisor and hands-on partner to your customers: you help them figure out the story their demos should tell, then build it alongside them. You still care about account health and renewals, but you earn them by making your customers’ demos better: advising on strategy, building and fixing demos, and teaching customer teams to run them well.