About the Opportunity

We are seeking an experienced and customer-focused Customer Success Manager to build trusted client relationships, maximize customer value, improve retention, and drive long-term account growth. This role serves as the primary strategic partner for a portfolio of customers, ensuring they successfully adopt the organization’s products and services while achieving their business objectives.

The Customer Success Manager will collaborate closely with Sales, Product, Technical Support, Marketing, Professional Services, and Executive Leadership to deliver an exceptional customer experience throughout the customer lifecycle. This position will proactively identify opportunities to improve customer engagement, accelerate product adoption, mitigate risk, and expand customer relationships.

The ideal candidate combines strong relationship management skills with business acumen, strategic thinking, and a passion for customer advocacy. Success in this role requires excellent communication, problem-solving abilities, data-driven decision-making, and the ability to manage multiple customer relationships in a fast-paced environment.

Essential Duties and Responsibilities

• Manage a portfolio of strategic customer accounts and serve as the primary point of contact.
• Develop trusted relationships with customer stakeholders and executive sponsors.
• Lead customer onboarding, implementation coordination, and adoption planning.
• Develop customer success plans aligned with client business objectives.
• Monitor customer health, product usage, engagement metrics, and satisfaction levels.
• Identify risks to customer retention and develop proactive success strategies.
• Conduct regular business reviews, strategic planning sessions, and performance meetings.
• Drive product adoption by recommending best practices, new features, and optimization opportunities.
• Partner with Sales to identify expansion, renewal, cross-selling, and upselling opportunities.
• Collaborate with Product and Engineering teams to communicate customer feedback and enhancement requests.
• Coordinate with Technical Support to ensure timely resolution of customer issues.
• Maintain accurate customer records, forecasts, and account activities within CRM platforms.
• Monitor key performance indicators including retention, renewal rates, customer satisfaction, and net revenue retention.
• Develop customer education materials, success resources, and knowledge-sharing initiatives.
• Prepare customer performance reports and executive-level presentations.
• Advocate for customer needs while balancing organizational priorities.

Job Qualifications and Requirements

• Bachelor’s degree in Business Administration, Marketing, Communications, Information Technology, or a related discipline.
• Minimum 5 years of experience in Customer Success, Account Management, Client Services, Customer Experience, or related roles.
• Experience managing enterprise or mid-market customer relationships in a SaaS or technology environment preferred.
• Strong understanding of customer lifecycle management, retention strategies, and account growth.
• Experience using CRM and customer success platforms such as Salesforce, Gainsight, HubSpot, or similar systems.
• Strong analytical skills with the ability to interpret customer data and performance metrics.
• Proven ability to manage multiple customer accounts simultaneously.
• Excellent communication, presentation, negotiation, and relationship-building skills.
• Strong organizational, project management, and problem-solving capabilities.
• Experience collaborating with cross-functional business teams.

Personal Capabilities and Qualifications

• Customer-first mindset with a passion for delivering exceptional experiences.
• Outstanding relationship-building and stakeholder management skills.
• Excellent verbal and written communication abilities.
• Strong business acumen and consultative approach.
• Analytical thinker with attention to detail.
• Proactive, adaptable, and solutions-oriented.
• Ability to manage competing priorities in a dynamic environment.
• Strong collaboration and teamwork skills.
• High level of professionalism, integrity, and accountability.
• Results-driven with a focus on customer retention and long-term success.

Strategic Support

The Customer Success Manager serves as a strategic partner responsible for ensuring customers realize measurable value from the organization’s products and services. This role collaborates with Sales, Product, Support, Marketing, and Executive Leadership to strengthen customer relationships, improve satisfaction, and support long-term business growth.

Through customer advocacy, proactive engagement, lifecycle management, performance reviews, and strategic account planning, this position directly contributes to customer retention, revenue growth, product adoption, and overall organizational success.

Working Conditions

• Fully Remote position within the United States.
• Standard Monday through Friday business schedule with flexibility to support customers across multiple time zones.
• Frequent virtual meetings with customers, internal teams, and executive stakeholders.
• Occasional domestic travel for customer visits, business reviews, conferences, and company meetings.
• Company-provided technology, CRM platforms, collaboration tools, and professional development resources.

Job Function

The Customer Success Manager is responsible for managing customer relationships, driving product adoption, improving customer satisfaction, supporting renewals and account growth, monitoring customer health, and ensuring clients achieve long-term success. This role acts as a trusted advisor while aligning customer objectives with the organization’s strategic goals.

Compensation & Benefits

Compensation Package: $165,000 – $245,000 annually, based on customer success experience, account portfolio complexity, SaaS expertise, industry background, and overall qualifications.

Our comprehensive benefits package includes:

• Annual performance bonus
• Long-term incentive opportunities
• Comprehensive medical, dental, and vision insurance
• 401(k) retirement savings plan with company matching
• Flexible paid time off and company holidays
• Paid parental and family leave
• Home office and remote work reimbursement
• Professional development and customer success certification support
• Leadership development and coaching programs
• Employee wellness and mental health resources
• Life, AD&D, and disability insurance
• Employee Assistance Program (EAP)
• Flexible remote work environment
• Career advancement opportunities within a growing organization

Why Join Us

Join an organization where customer success is a strategic priority and every customer relationship contributes to long-term business growth. You’ll have the opportunity to build meaningful partnerships, influence product innovation through customer insights, and help clients achieve measurable business outcomes.

As a Customer Success Manager, you will play a pivotal role in enhancing customer satisfaction, driving retention and expansion, and building lasting relationships that support both customer success and organizational growth.