Customer Success Manager

Remote (United States)

Job Details

Employment Type: Full Time

Annual Base Salary: $87,000 - $115,000 per year

About the Role

This opportunity is for a Customer Success Manager who will take full ownership of the growth, retention, and overall success of an assigned book of business. The role is designed for a strategic, results-focused professional who is passionate about helping customers achieve meaningful outcomes and maximize the value of the platform.

You will manage and optimize the customer experience throughout the entire lifecycle, while also helping build scalable approaches that improve engagement across the broader customer base. The role combines portfolio management, renewals, expansion, customer adoption, project management, and customer advocacy.

What You’ll Do

• Manage a portfolio of approximately 100 mid-market customers throughout the full customer lifecycle and take ownership of their overall success.
• Ensure customers realize the full value of the platform through proactive relationship management, strategic guidance, and ongoing engagement.
• Own key Customer Success outcomes, including retention, renewals, expansion, and upsell.
• Project manage customer launches and provide guidance on best practices that support successful user adoption.
• Develop and execute plans that increase product adoption and help customers expand their use of the platform.
• Apply organizational change principles to help customers successfully introduce and expand platform usage within their organizations.
• Develop and support scalable one-to-many customer engagement strategies that extend beyond individual account interactions.
• Create strategies that improve product education, adoption, engagement, and ongoing value across the broader customer base.
• Build strong customer relationships by understanding business goals, anticipating future needs, and helping customers achieve measurable success.
• Identify customer challenges, investigate root causes, and develop sustainable solutions.
• Look for patterns across customer communications and experiences and convert those insights into actionable recommendations.
• Serve as the voice of the customer internally while balancing customer needs with broader business objectives.
• Synthesize customer feedback, pain points, and success stories and share those insights with cross-functional teams.
• Use customer insights to help influence product roadmap decisions and broader company strategies.
• Champion new Customer Success and company-wide initiatives as needed.
• Support additional Customer Success projects and initiatives as required.

Qualifications

• 3+ years of experience as a Customer Success Manager managing an assigned book of business.
• Demonstrated experience managing customer renewals.
• Strong retention mindset with a proven ability to support renewals and upsell opportunities.
• Ability to understand customer business goals, anticipate future needs, and proactively work toward customer success.
• Strong problem-solving skills with the ability to identify issues, determine root causes, and implement long-term solutions.
• Ability to identify patterns across customer communications and experiences and translate them into actionable feedback.
• Strong organizational skills and attention to detail.
• Solid understanding of project management principles and practices.
• Comfort using standard business tools and the ability to learn new systems quickly.
• Ability to work effectively both independently and as part of a collaborative team.
• Comfort operating with ownership and accountability in a dynamic environment.

Preferred Qualifications

• Familiarity with Claude, Gemini, ChatGPT, ChurnZero, HubSpot, or other SaaS tools.
• Experience in Human Resources or a related field.