Customer Success Manager

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

📋 Description

• Oversee a portfolio of roughly 100 mid-market clients throughout their entire customer journey.

• Take charge of customer growth, retention, renewals, expansions, and upselling efforts.

• Manage customer launches and provide consulting on best practices for user adoption.

• Encourage customers to maximize their use of Bonusly and broaden their engagement.

• Design and/or assist in executing one-to-many engagement strategies.

• Develop scalable approaches that enhance adoption, product education, and ongoing customer value.

• Serve as an internal advocate for customers, communicating feedback, challenges, and success stories across departments.

• Shape the product roadmap and influence company strategies.

• Assist with Customer Success initiatives as necessary.

⛳️ Requirements

• Strong motivation to comprehend clients’ business objectives and foresee future needs.

• Proven history of managing renewals and driving upsell opportunities.

• Capability to identify issues, uncover root causes, and devise long-term solutions.

• Skill in recognizing patterns in customer interactions and experiences, translating them into actionable insights.

• Highly organized and detail-oriented, with a solid understanding of project management.

• Proficient with standard business tools and practices, and capable of quickly learning new tools.

• Ability to work independently as well as collaboratively within a team.

• Over 3 years of experience as a Customer Success Manager managing a portfolio, including renewal oversight.

• Familiarity with tools such as Claude, Gemini, ChatGPT, ChurnZero, HubSpot, and other SaaS platforms is advantageous.

• Experience in HR or related fields is a plus.

🏝️ Benefits

• Variable compensation linked to retention metrics.

• Opportunity for remote work within the United States.