Customer Success Manager

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

📋 Description

• Assist customers throughout their journey, including onboarding, adoption, value realization, expansion, and retention.

• Design, implement, and oversee customer success plans across both digital and hybrid engagement models.

• Detect risks and opportunities by analyzing customer data, usage patterns, and engagement signals.

• Promote customer engagement and encourage the adoption of workflows, features, and solutions.

• Facilitate initiatives aimed at retention, growth, expansion, and readiness for renewal.

• Work collaboratively with cross-functional teams to share customer insights, influencing roadmaps and programs.

• Act as an advocate for customers, representing their interests within the organization.

• Offer consultative advice on optimizing the use of 8am solutions.

• Assist with scaled outreach and lifecycle programs, including campaigns, webinars, enablement sessions, and in-app journeys.

• Track customer health indicators, engagement levels, and success milestones.

• Enhance Customer Success playbooks, processes, and digital initiatives.

• Ensure accurate documentation within customer success platforms and CRM systems.

• Represent the brand positively in customer interactions.

⛳️ Requirements

• Over 3 years of experience in Customer Success, Account Management, SaaS Support, or a similar customer-facing role.

• Preference for experience in digital-first or hybrid customer engagement models.

• Strong capability to analyze customer data and translate findings into actionable strategies.

• Proven track record of establishing trust and credibility with customers in remote and scaled settings.

• Exceptional written and verbal communication skills.

• Strong organizational, prioritization, and time management abilities.

• Comfortable with learning and navigating new technologies and systems.

• Ability to thrive in a fast-paced, changing environment.

• Required experience in SaaS.

• Preferred experience in payments, fintech, or the legal industry.

• Demonstrated experience utilizing AI tools and technologies to enhance workflows, improve decision-making, or foster innovation.

🏝️ Benefits

• Medical, dental, and vision coverage

• 100% company-paid HDHP plan for employees

• Annual performance bonuses

• Equity options available

• 401(k) or RRSP options for Canadian employees, including company match for all team members

• Flexible Time Off policy

• Paid holidays

• Parental leave program

• Wellness stipends

• Mental health support services

• One-on-one nutrition coaching

• Continuous learning opportunities through 8am.edu

• Leadership development programs

• Professional development funding

• Individualized talent development initiatives

• Charitable matching gift program

• Paid time off for community service

• Company-sponsored volunteer opportunities, both local and virtual

• Virtual and in-person team-building activities

• Quarterly recognition through the Rise & Shine Award of Excellence Program

• Peer-to-peer appreciation platform