Customer Success Manager
Customer Success Manager
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Job Description
Customer Success Manager
Westlake TX (Hybrid On-site Tuesday to Thursday Remote Monday & Friday)
Experience Level: Mid-Senior
About the Role
We are seeking a Senior Strategic Customer Success Manager (CSM) to own the customer lifecycle for a set of strategic accounts. This includes onboarding implementation adoption and renewal. As a trusted advisor and customer advocate the CSM ensures customer objectives are met and long-term business value is achieved.
The role requires strong relationship-building skills technical aptitude and proven experience in customer success within a SaaS or technology-driven environment.
Key Responsibilities
- Own and manage the customer lifecycle from onboarding to renewal.
- Proactively anticipate customer needs and ensure successful adoption of solutions.
- Act as a trusted advisor and advocate for customers ensuring business value is delivered.
- Collaborate with internal teams (Sales Account Executives Account Managers) to execute customer success plans.
- Monitor customer health usage and satisfaction using provided tools and take timely corrective actions.
- Lead customer-facing activities: business reviews trainings webinars and demos.
- Prepare and facilitate strategic and supportive interactions with key accounts.
Must-Have Qualifications
- Bachelors Degree in Sales or equivalent professional experience.
- 35 years of progressive customer success experience (or similar fields such as sales professional services consulting technical enablement).
- Hands-on experience with Gainsight and Salesforce.
- Experience implementing new processes within customer success.
- Background in workforce development skills-based learning or EdTech.
Desired Skills & Attributes
- Strong relationship-building skills including experience at the C-Level.
- Excellent communication customer service and presentation skills.
- Knowledge of SaaS environments and related business processes.
- Ability to prioritize effectively in a fast-paced entrepreneurial setting.
- Organized self-motivated and comfortable managing multiple priorities.
- Willingness to travel up to 50% depending on business needs.
Work Model
- Hybrid: On-site at Westlake/Dallas TX office TuesdayThursday.
- Remote Flexibility: Mondays and Fridays.
- Designed to foster collaboration decision-making and team culture while maintaining flexibility.
Why Join
- Mission-driven organization with a culture of trust autonomy and collaboration.
- Commitment to diversity inclusion and continuous learning.
- Competitive consultancy compensation packages.
- Access to professional development opportunities and a supportive team environment.
This consultancy role is an excellent opportunity for an experienced Customer Success Manager to make a strategic impact while working in a hybrid setup in Westlake TX.
Employment Type
Full Time
