Customer Success Manager

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

📋 Description

• Take ownership of the overall health, retention, and performance of a designated book of business.

• Lead the onboarding and implementation process for new accounts from the point of sale to successful launch.

• Cultivate customer relationships and act as a reliable point of contact throughout the customer lifecycle.

• Enhance customer revenue capture rates in accordance with contracted value.

• Maintain and boost revenue retention by identifying risks that may impact customer or account revenue.

• Increase customer feature adoption, engagement, and overall satisfaction.

• Collaborate with internal teams to address customer issues and ensure timely delivery of commitments.

• Assist in the collection of invoices and follow up on accounts receivable.

• Keep accurate records of accounts, forecasts, and updates on customer status.

• Manage customer expectations related to performance, billing, and account issues.

• Achieve a minimum of 90% revenue retention, a minimum 90% capture rate, and maintain Book of Business utility below 10%.

• Facilitate the resolution of outstanding invoices and manage Days Sales Outstanding.

• Launch new accounts in line with implementation timelines and standards.

⛳️ Requirements

• Over 3 years of experience in Customer Relationship Management.

• Proven track record of building trusted relationships, managing customer expectations, communicating effectively with diverse stakeholders, resolving customer conflicts, and ensuring alignment and accountability.

• Demonstrated experience in managing and expanding a book of business.

• Strong knowledge of customer retention, revenue protection, and account health.

• Proven financial and commercial acumen to manage accounts and identify growth opportunities.

• Solid understanding of products and technology.

• Capability to lead customer onboarding, drive product adoption, and translate technical concepts into accessible language.

• Comfortable utilizing customer health metrics, usage data, and performance indicators.

• Highly organized; adept at managing multiple accounts and competing priorities while meeting deadlines and milestones.

• Ability to comprehend customer business objectives, align goals with product capabilities, identify growth and expansion opportunities, and drive retention.

• Exceptional written and verbal communication skills, active listening abilities, presentation skills, and capability to navigate difficult conversations.

• Ability to gather, synthesize, and relay customer feedback and insights to internal teams.

• Proven ability to collaborate and influence across different teams.

• Experience in B2B SaaS or marketplace environments is preferred.

• Familiarity with Front, HubSpot, Looker, or similar CRM and BI tools is preferred.

• Experience working with publishers, governments, and law firms is preferred.

🏝️ Benefits

• Performance bonuses linked to upsells and the rate of contracted revenue captured.

• Equity participation in a high-growth, mission-driven organization.

• 401K plan with matching contributions.

• Comprehensive health, dental, vision, life, short-term and long-term disability insurance.

• Flexible paid time off (PTO).

• Fully remote work environment.