Customer Success Manager

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

📋 Description

• Assist customers across a designated portfolio from a prioritized queue.

• Provide proactive lifecycle interactions, such as onboarding confirmations, adoption checkpoints, and pre-renewal evaluations.

• Address incoming customer inquiries through effective resolution.

• Establish credibility with new stakeholders.

• Advocate for the customer internally and recognize portfolio-wide trends.

• Advise customers on best practices, implementation strategies, and usage enhancement.

• Conduct product demonstrations to facilitate adoption and unlock potential use cases.

• Collaborate with Support and Product teams to identify and resolve issues.

• Translate technical capabilities into tangible business outcomes for customers.

• Implement standardized success strategies and suggest improvements.

• Record customer outcomes and link product adoption to business results.

• Identify churn risks and prepare assessments for renewal readiness.

• Transition renewals with insights on value, risks, stakeholders, and expansion opportunities.

• Recognize cross-sell and up-sell opportunities and direct them to the Sales team.

• Ensure meticulous account documentation and maintain accurate data in Totango and Salesforce.

• Handle multiple customer conversations simultaneously.

• Contribute to key performance indicators (KPIs) including coverage, response time, adoption, health score, and retention.

⛳️ Requirements

• 2 to 4 years of experience in Customer Success, Account Management, Technical Support, or a comparable customer-facing position in B2B SaaS.

• A blend of technical skills and business knowledge.

• Familiarity with networking, DNS, DHCP, IPAM, or infrastructure is advantageous.

• Ability to serve numerous customers simultaneously and prioritize based on signals rather than relationship history.

• Exceptional written communication skills.

• Strong habits in documentation.

• Experience in delivering demonstrations and conducting structured customer discussions.

• Knowledge of Customer Success and CRM tools, such as Totango or Salesforce.

• Proactive, driven, accountable, coachable, and deeply focused on customer satisfaction.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Tax-advantaged accounts (HSA, FSA).

• Annual Lifestyle Spending Account (LSA).

• 401(k) with company matching.

• Paid parental leave.

• Vacation, personal, and wellness days.

• Annual learning and development budget.

• Eligibility to participate in the company's annual bonus program.

• Discretionary bonus plan.