Customer Success Manager

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

📋 Description

• The Customer Success Manager ensures that customers experience a seamless transition from the sales handoff through onboarding, training, and renewal.

• You will cultivate relationships that promote product adoption, encourage regular communication, achieve program objectives, and guarantee a smooth experience, ultimately simplifying the customer's job.

• The CSM works closely with Sales, Product, Training, and Support teams to meet and surpass customer expectations, act as their advocate, and drive renewals and growth.

• Develop and sustain meaningful relationships, fostering trust and loyalty across customer accounts.

• Act as the primary point of contact for customers, assisting them in navigating and utilizing Cloud Range products to fulfill their requirements.

• Collaborate with customers to set and monitor measurable objectives using Cloud Range’s solutions.

• Partner with Cloud Range trainers to gather insights, and convey insights and recommendations to customers, including delivering comprehensive KPI results.

• Coordinate and schedule meetings and training sessions to align with established processes and procedures.

• Ensure that process milestones are achieved for both Cloud Range and its customers.

• Create and maintain buying team blueprints for each customer.

• Advocate for product value and identify upsell opportunities to enhance product usage.

• Collaborate with Sales to initiate and support the renewal process through strategic touchpoints like Executive Briefings.

• Generate additional revenue through proactive account management, optimizing product adoption, and advocating for increased product engagement.

• Manage and expand the Customer Advisory Board (CAB).

• Contribute to CAB meeting agendas and planning elements.

• Gather product feedback from customers and relay actionable insights to Product and Training teams.

• Conduct regular reviews of customer concerns and proactively suggest solutions to enhance their experience.

• Identify and communicate opportunities to Marketing for customer case studies, customer interviews, blogs, and speaking engagements.

• Collaborate with customers to identify referrals and marketing opportunities within industry groups.

• Proactively pinpoint operational bottlenecks or customer friction points, recommending and implementing process improvements that boost efficiency and enhance the overall customer experience.

• Continuously optimize customer success processes to elevate quality, effectiveness, efficiency, and overall customer satisfaction.

⛳️ Requirements

• Proven experience in customer success, sales/account management, customer management, or related customer-facing roles.

• Strong interpersonal and communication abilities with the capability to build relationships effectively across diverse technical backgrounds.

• Demonstrated skill in process optimization—able to identify gaps or inefficiencies and independently propose and execute practical solutions.

• Experience collaborating with Sales, Product, Marketing, and Support teams to enhance customer satisfaction and drive retention.

• High attention to detail and organizational capabilities, strong critical thinking skills, and a commitment to capturing customer insights beyond the status quo.

• Ability to advocate for customer needs while balancing organizational objectives.

• Cybersecurity experience and understanding is preferred.

🏝️ Benefits

• Remote work with a flexible schedule to support your productivity and work-life balance.

• Unlimited PTO so you can recharge and be your best.

• Health, dental, and vision insurance to keep you and your family healthy.

• 401k program to help you save for the future.

• Opportunities for growth and advancement in a cutting-edge industry.

• Collaborative, fun, and entrepreneurial culture with in-person gatherings 1-2 times per year.