Customer Success Manager

Remote (United States)

Job Details

Employment Type: Full Time

Annual Salary: $87,550-$136,000 per year

Work Arrangement

Employees should expect approximately 1–2 in-person company onsites per year.

About the Role

This opportunity is for a Customer Success Manager responsible for helping clients achieve consistent success throughout their relationship. The primary focus is maintaining strong customer satisfaction, improving retention, reducing churn, and ensuring clients continue to realize meaningful value from the product.

The role requires a high level of ownership, urgency, relationship management, commercial awareness, and product expertise. You will be expected to understand client needs, anticipate potential challenges, guide customers through a complex product, and manage the commercial aspects of renewals and retention.

What You’ll Do

• Own customer success throughout the client relationship, helping customers achieve strong outcomes from term to term.
• Build trusted client relationships and serve as a reliable point of contact.
• Proactively anticipate client needs and address potential issues before they develop into larger problems.
• Keep client stakeholders informed and establish clear expectations throughout the relationship.
• Manage customer issues from identification through resolution, using sound judgment to determine when an issue should be handled directly or escalated.
• Manage the commercial aspects of client relationships, including contract terms and renewal timelines.
• Build a strong case for continued customer investment to support renewals and long-term retention.
• Guide customers through a complex product and help them understand how specific capabilities connect to their business outcomes.
• Troubleshoot product-related customer issues and help clients navigate challenges effectively.
• Take end-to-end ownership of customer problems and make consequential decisions that support successful outcomes.
• Help increase customer satisfaction and logo retention while reducing customer churn.

Qualifications

• 4–6+ years of professional experience in Customer Success.
• Experience working at an early-stage startup.
• Proven ability to build genuine trust and strong relationships with clients.
• Strong client management skills, including anticipating customer needs, communicating with stakeholders, and setting clear expectations.
• Experience managing the commercial aspects of customer relationships, including contract terms and renewal timelines.
• Demonstrated success supporting customer renewals and retention.
• Strong judgment and the ability to determine when customer issues should be handled directly or escalated.
• Experience guiding customers through complex products and connecting product capabilities to business outcomes.
• Strong troubleshooting and problem-solving skills.
• Ability to take ownership of problems from identification through resolution.
• Ability to make consequential decisions that influence customer and business outcomes.
• High level of initiative, urgency, and personal accountability.

Preferred Qualifications

• Experience in B2B or enterprise SaaS.
• Experience in FinTech.
• Experience in higher education.
• Interest in using artificial intelligence as a core part of your work.

What Success Looks Like

• Increase logo retention.
• Increase customer satisfaction (CSAT).
• Decrease customer churn.

Benefits

• Competitive salary.
• Competitive equity.
• 401(k) retirement savings plan.
• Subsidized medical insurance.
• Subsidized dental insurance.
• Subsidized vision insurance.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) plan options.
• Flexible paid time off.
• Paid company holidays.
• Paid parental leave.
• Approximately 1–2 company onsites per year.
• Opportunity to work within an ambitious, collaborative, kind, and low-drama team environment.