Customer Success Manager

We are seeking a proactive customer-focused Customer Success Manager (CSM) to join our growing this role you will build strong relationships with customers help them achieve their business goals and ensure they receive maximum value from our products and services. You will serve as a trusted advisor throughout the customer lifecyclefrom onboarding and adoption to renewal and expansion.

The ideal candidate has excellent communication skills a passion for helping customers succeed and experience managing multiple customer accounts in a fast-paced environment.

• Manage a portfolio of customer accounts and serve as their primary point of contact.
• Build trusted relationships with customers to understand their business goals and success metrics.
• Lead customer onboarding implementation and product adoption activities.
• Conduct regular business reviews and provide strategic recommendations.
• Monitor customer health scores and proactively address risks.
• Resolve customer issues by collaborating with Product Engineering Sales and Support teams.
• Identify opportunities for account growth cross-selling and upselling while partnering with Sales.
• Drive customer renewals and retention efforts.
• Collect customer feedback and communicate product improvement recommendations.
• Maintain accurate customer records using CRM platforms such as Salesforce or HubSpot.
• Track customer success metrics and prepare performance reports.
• Deliver product training sessions and educational webinars.
• Advocate for customers internally to ensure exceptional service.
• Stay informed about industry trends and competitor offerings.
• Meet or exceed customer satisfaction retention and revenue goals.

• Bachelors degree in Business Marketing Communications Information Technology or a related field (or equivalent experience).
• 35 years of experience in Customer Success Account Management Customer Experience or a related role.
• Strong verbal and written communication skills.
• Excellent relationship-building and problem-solving abilities.
• Experience with CRM platforms such as Salesforce HubSpot or Gainsight.
• Ability to manage multiple customer accounts simultaneously.
• Strong organizational and time management skills.
• Proficiency with Microsoft Office Suite and Google Workspace.
• Experience using collaboration tools such as Slack Zoom and Microsoft Teams.
• Ability to analyze customer data and make data-driven recommendations.

• SaaS or technology industry experience.
• Experience managing enterprise or mid-market customer accounts.
• Knowledge of customer success methodologies and lifecycle management.
• Familiarity with customer success platforms such as Gainsight ChurnZero or Totango.
• Experience with business intelligence tools such as Tableau or Power BI.

• Customer Relationship Management
• Customer Retention
• Account Management
• Customer Onboarding
• Product Adoption
• Business Reviews
• Conflict Resolution
• Communication
• Presentation Skills
• Strategic Planning
• Negotiation
• Project Management
• Data Analysis
• Problem Solving
• Time Management
• Cross-functional Collaboration

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Customer Retention Rate
• Gross Revenue Retention (GRR)
• Net Revenue Retention (NRR)
• Renewal Rate
• Product Adoption Rate
• Customer Health Score
• Upsell and Cross-sell Revenue
• Time to Value (TTV)

• Competitive salary
• Annual performance bonus
• Medical Dental and Vision insurance
• 401(k) with company match
• Paid Time Off (PTO)
• Paid Holidays
• Flexible work schedule
• Fully remote work environment
• Professional development and training opportunities
• Employee Assistance Program (EAP)
• Wellness program
• Home office stipend
• Career advancement opportunities

$75000 $120000 per year depending on experience qualifications and location. Additional bonus and commission opportunities may be available.

We are an Equal Opportunity Employer and value diversity at all levels of the organization. We are committed to creating an inclusive workplace and consider all qualified applicants without regard to race color religion sex national origin age disability veteran status sexual orientation gender identity or any other protected status under applicable law.