Customer Success Manager

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

📋 Description

• Act as the main point of contact for designated customers from the onboarding stage through to ongoing account management.

• Assist new customers during their structured onboarding and implementation processes.

• Manage GUIDEcx projects, monitor milestones, perform weekly customer check-ins, and ensure readiness for go-live.

• Collaborate with Sales, Learning, Operations, Support, Product, Accounting, and executive leadership.

• Keep track of customer health, product usage, account activities, and customer inquiries.

• Engage in account health assessments and document risks, opportunities, and necessary follow-up actions.

• Aid in managing renewal and contract calendars.

• Address customer issues that require escalation beyond routine troubleshooting.

• Monitor issues until resolution, provide status updates, document results, and complete follow-up tasks.

• Assist with cancellation requests, transfer-of-ownership, and administrative account changes.

• Ensure accurate records are kept regarding communications, onboarding progress, account alterations, approvals, effective dates, issue outcomes, and resolutions.

• Identify recurring challenges, handoff obstacles, and documentation requirements to facilitate process enhancements.

• Offer product insights, best practices, and adoption strategies to maximize customer value.

⛳️ Requirements

• Over 2 years of experience in a customer-facing role is preferred.

• Strong comprehension of customer success principles, retention strategies, and product adoption techniques.

• Capability to manage structured onboarding projects, monitor milestones, document subsequent steps, and drive implementation and go-live schedules.

• Exceptional communication and interpersonal abilities.

• Capacity to handle multiple customer accounts and priorities at the same time.

• Self-motivated and organized.

• Strong problem-solving capabilities.

• Ability to identify customer risks, summarize account trends, communicate next steps, and collaborate cross-functionally.

• Familiarity with AI tools such as Copilot, Claude, or ChatGPT.

• Prior experience with contract renewals, expansion, and product adoption opportunities.

• Experience in SaaS or technology services is highly desirable.

• Bachelor’s degree in business, marketing, or a related field, or equivalent experience.

• Experience in a B2B setting, especially with high-value enterprise clients.

• Experience in supporting customer onboarding, implementation, software launches, or customer training in a SaaS or technology context is preferred.

• Experience in managing customer escalations, tracking retention risks, conducting account health discussions, renewals, cancellations, or account-change processes is preferred.

• Background in the tour operator/travel industry in a customer success, support, trip planning, or sales/operations position is preferred.

🏝️ Benefits

• Fully remote workforce.

• Opportunities for professional growth and development.

• An inclusive workplace that values diverse thoughts, experiences, and backgrounds.

• Equal Opportunity/Affirmative Action employer.