Customer Success Manager

Fully Remote

We're seeking a motivated and relationship-driven Customer Success Manager to ensure our customers achieve maximum value from our products and services. As a key member of the post-sales team, you'll help clients succeed by driving adoption, retention, and satisfaction turning customers into loyal advocates.

Key Responsibilities

Build and maintain strong, long-term relationships with customers

Onboard new clients and guide them through setup, training, and best practices

Serve as the main point of contact for customer inquiries and escalations

Monitor account health, usage, and engagement metrics to identify risks and growth opportunities

Proactively manage renewals, upsells, and cross-sell opportunities

Partner with Product and Engineering teams to relay customer feedback and drive improvements

Create success plans for key accounts to ensure business goals are achieved

Track and report customer success metrics (NPS, churn rate, adoption rates)

Contribute to creating customer resources such as FAQs, tutorials, and help guides

Required Qualifications

Bachelor's degree in Business, Communications, or a related field (or equivalent experience)

24 years of experience in customer success, account management, or client relations (preferably in SaaS or tech)

Strong interpersonal and communication skills (written and verbal)

Experience with CRM and customer success tools (e.g., HubSpot, Gainsight, Salesforce, Zendesk)

Proven ability to manage multiple clients and prioritize effectively

Data-driven mindset with the ability to analyze customer health and engagement

Preferred Skills

Background in SaaS, software, or tech environments

Familiarity with subscription and recurring revenue models

Experience developing playbooks or customer journey frameworks

Ability to manage enterprise-level clients or complex implementations