Customer Success Manager

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

📋 Description

• Take ownership of renewal preparedness for designated accounts, including risk management and value realization.

• Facilitate value-driven renewal discussions in collaboration with Sales when suitable.

• Offer proactive consulting and comprehend the customer's business requirements.

• Detect customer risk indicators (such as usage decline, support trends, NPS, stakeholder changes) and implement structured retention and recovery strategies.

• Reduce costs by analyzing support cases for patterns and creating action plans to meet customer needs.

• Lower churn by sustaining high customer satisfaction levels and effectively managing escalations.

• Create and uphold customer success plans that outline desired outcomes, usage objectives, and measurable value milestones linked to renewal success.

• Promote quantifiable and lasting product adoption by tracking usage patterns and pinpointing gaps.

• Collaborate closely with Product, Support, Sales, and Customer Growth teams to enhance customer outcomes.

⛳️ Requirements

• Bachelor’s degree.

• Minimum of two years of experience in Customer Success.

• Background in the community association industry is an advantage.

• Candidate must be capable of working independently in a dynamic, entrepreneurial setting.

• Willingness to travel up to 30%.

🏝️ Benefits

• Equal Opportunity Employer for women, minorities, protected veterans, and individuals with disabilities.