Customer Success Manager

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

📋 Description

• Assume responsibility for a portfolio consisting of 16–20 accounts, which includes several major clients currently undergoing onboarding.

• Cultivate relationships with executive sponsors and key daily contacts.

• Lead the executive onboarding segment of implementations, ensuring alignment among stakeholders regarding objectives and success metrics.

• Facilitate the adoption of core product features while identifying opportunities for future growth.

• Successfully finalize onboarding for your active customers and transition them into post-implementation success management.

• Establish "3 wide, 3 deep" relationships within your accounts.

• Collaborate with internal teams (product, support, implementation) to address customer challenges and influence roadmap priorities.

• Conduct high-impact QBRs/EBRs (both onsite and virtual) with executive stakeholders, supported by data-driven insights into customer performance and potential opportunities.

• Identify and communicate 2–3 expansion signals to your AE.

• Leverage customer data to provide actionable insights that enhance adoption and foster executive alignment.

• Be acknowledged by your customers as a trusted advisor who delivers measurable business value.

• Consistently promote deeper adoption across your portfolio.

• Collaborate with the sales team to create new opportunities through referrals.

• Perform whitespace analysis across your portfolio and jointly develop identified opportunities with your AE.

⛳️ Requirements

• 2–4 years of experience as a Customer Success Manager or in another customer-facing position within a fast-paced environment, ideally in SaaS and/or Fintech or consulting.

• Proven track record in managing a portfolio of mid-market B2B accounts (approximately 10 to 20 accounts).

• Developing executive presence; comfortable interacting with director and VP-level contacts.

• Resilience and adaptability when engaging with fragmented or less mature customer organizations.

• A proactive and ownership-oriented mindset, capable of advancing initiatives in ambiguous settings while adhering to processes.

• Commercial awareness with experience in identifying and pursuing expansion opportunities.

• Strong collaboration abilities with a history of cross-functional teamwork, particularly with product teams, to achieve customer outcomes.

• Technical proficiency and the ability to translate product features into business value.

• A background in financial services or other regulated industries is highly preferred; open to adjacent industries with experience in managing complex, evolving organizations.

• Willingness to travel up to 15 percent for QBRs, onboarding workshops, and executive meetings.

• US-based and authorized to work without visa sponsorship.

• 2+ years in a customer-facing role within B2B SaaS, Fintech, or consulting.

• Experience managing a mid-market portfolio (approximately 10–25 accounts) — not SMB (100+ accounts) or single-account enterprise.

🏝️ Benefits

• Health insurance

• Paid time off

• Professional development opportunities