Customer Success Manager

This is a fully remote position, open to applicants in Alabama, +27 more states.

📋 Description

• Establish reliable partnerships with customer stakeholders while understanding their business objectives.

• Assist customers in realizing continuous value from 3E solutions.

• Guide clients through product functionalities and provide training sessions.

• Facilitate the adoption of new features and workflows.

• Develop and implement customer success plans.

• Conduct proactive outreach to identify opportunities for product usage and engagement.

• Collaborate with two Account Managers to enhance retention, expansion, and renewal efforts.

• Track engagement, product usage, and customer feedback to pinpoint risks.

• Set expectations and coordinate solutions proactively to prevent issues from escalating.

• Work alongside Customer Success, Onboarding, Support, and Product teams to meet customer needs.

• Relay customer insights and feedback to internal teams.

• Cultivate expertise in 3E's Protect and Insight products.

⛳️ Requirements

• A minimum of 3 years of experience in Customer Success, Account Management, client services, software training, or a comparable customer-facing role within a SaaS, technology, information services, or similar environment.

• Excellent relationship-building skills, with the ability to engage confidently and empathetically with customer stakeholders.

• Proven experience in helping customers learn software, adopt functionalities, and achieve desired outcomes.

• Strong communication and presentation abilities.

• Exceptional organizational skills and capability to manage competing priorities.

• Proficiency in navigating challenging discussions while setting realistic expectations.

• Demonstrated curiosity and adaptability.

• Working knowledge of Microsoft 365, including Excel, Outlook, Word, and PowerPoint.

• Willingness to travel 10–20% of the time.

• Experience in supporting customer renewals, retention, or expansion is a plus.

• Familiarity with NRR, product adoption metrics, and customer engagement measures is advantageous.

• Experience with Salesforce, Gong, or similar platforms is a benefit.

• Exposure to environmental, regulatory, compliance, chemical, or intricate B2B software is a plus.

• Experience in supporting mid-market or enterprise customers is an advantage.

• Familiarity with AI-enabled tools is a benefit.

🏝️ Benefits

• Health, dental, and vision insurance.

• Life insurance and disability coverage.

• Open PTO and parental leave policies.

• 401(k) plan with company matching contributions.

• Employee assistance program available.

• Voluntary supplemental benefits, including Accident, Hospital Indemnity, and Critical Illness coverage.

• Performance-based incentives and/or equity may be applicable, depending on the position.

• Fully remote work option available.

• Hybrid work arrangement possibility near a 3E office.

• 30% of base OTVE paid out quarterly.

• Eligibility for commission and bonuses.