Customer Success Manager

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

📋 Description

• Take ownership of the onboarding and training processes for new customer accounts, emphasizing the importance of demonstrating value consistently from the outset.

• Manage net revenue retention across your portfolio of customers—monitor health indicators, identify risks early, and intervene proactively to prevent accounts from becoming churn risks.

• Foster active and consultative relationships with all accounts; our goal is to support immediate objectives while also grasping their (often evolving) long-term vision.

• Develop multi-threaded relationships to ensure that you are not left vulnerable to renewal challenges due to the departure of a single champion.

• Conduct Executive Business Reviews (EBRs) and strategic planning sessions to strengthen relationships and showcase value to VP/C-Suite stakeholders.

• Carry a quota for expansion and upselling; identify opportunities within your accounts and work collaboratively with Sales to close them.

• Identify unutilized areas within your accounts—teams, use cases, and workflows—that could benefit from Capsule.

• Frame discussions about expansion around customer outcomes and the priorities of their organizations.

• Accurately forecast renewals and proactively flag potential risks.

• Collaborate closely with Sales on renewal strategies and the expansion pipeline to ensure smooth transitions and prevent any issues from arising.

• Relay customer insights back to Product and Go-To-Market teams to influence roadmaps, advocate for customer needs, and refine the Ideal Customer Profile (ICP).

• As part of a small team, you will engage in side projects that aid our scaling efforts.

• These projects may include creating training videos, documenting workflows, producing webinars, activating engagement strategies, and automating AI workflows.

⛳️ Requirements

• 5-7+ years of experience in enterprise Customer Success, Account Management, or post-sales SaaS roles.

• Proven success in driving user adoption and influencing new workflows across various teams.

• A demonstrated history of achieving Net Revenue Retention (NRR) and/or expansion targets—you have been accountable for a specific number and have met it.

• Strong experience collaborating with sales on planning and executing expansion strategies.

• Willingness to dive deep into details and adapt to rapidly changing environments while building processes on the go.

🏝️ Benefits

• Comprehensive benefits package including medical, dental, vision, and life insurance.

• Remote-first work culture.

• A Customer Success organization that is in the process of evolving, allowing your insights and expertise to influence our practices.