Commercial CSM

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a portfolio of commercial accounts throughout the entire customer lifecycle, including onboarding, adoption, renewal, and expansion.

• Accelerate time-to-value by assisting customers with integration setup, best practices, and activation of key use cases.

• Track account health, usage indicators, and engagement metrics to proactively identify risks and opportunities for growth.

• Implement renewal processes while pinpointing upsell and cross-sell opportunities utilizing strong commercial acumen.

• Create and enhance scalable success resources, guides, tutorials, and reference implementations that benefit the broader commercial segment.

• Collaborate cross-functionally with Sales, GTM Engineering, and Product to ensure a cohesive customer experience.

• Represent the voice of the commercial customer by providing actionable insights to Product and Go-to-Market teams.

⛳️ Requirements

• 2–4 years of experience in a customer-facing position such as Customer Success Manager, Account Manager, or Implementation Specialist, ideally within B2B SaaS.

• Proven experience managing a high-volume portfolio with a strong record of retention and expansion success.

• Ability to engage in technical discussions with developer users and business stakeholders alike.

• Excellent communication skills, with the capacity to quickly build rapport and drive results across a diverse customer base.

• Familiarity with CRM and Customer Success tools (e.g., HubSpot, Salesforce, Gainsight) for managing pipelines and tracking customers.

• Self-motivated with the ability to juggle competing priorities and excel in a fast-paced environment.

🏝️ Benefits

• Health insurance: 100% company-paid medical, dental, and vision coverage for employees and their families.

• 401(k) plan: Up to 4% company match with immediate vesting.

• Parental leave: 20 weeks paid for primary caregivers, 12 weeks for secondary caregivers.

• Remote work reimbursement: Up to $85/month for mobile and internet expenses.

• Disability & life insurance: Company-paid short-term, long-term, and life insurance coverage.