Customer Success Manager

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

📋 Description

• Manage a portfolio of MSP accounts from the point of post-sales handoff through onboarding, adoption, renewal, and expansion.

• Facilitate onboarding, conduct adoption check-ins, lead business reviews, and oversee renewals with well-defined agendas and documented next steps.

• Assist new partners in achieving their initial value and track adoption to identify risks before they impact renewals.

• Leverage health scores, usage metrics, and AI-generated insights to prioritize outreach efforts and develop resolution plans for accounts at risk.

• Recognize and qualify opportunities for expansion, spearheading upsell discussions in collaboration with the Sales team.

• Test AI-enabled Customer Success workflows and contribute to the creation of scalable team playbooks and processes.

• Enhance retention, adoption, time-to-value, and expansion across a diverse portfolio of MSP accounts.

⛳️ Requirements

• A minimum of 3 years of experience in Customer Success, Account Management, or a similar post-sales role in the B2B SaaS sector.

• Proven experience managing a fast-paced, full-lifecycle customer base utilizing low-touch engagement strategies.

• Demonstrated capability in managing a book of business—focusing on retention, identifying expansion opportunities, and owning results.

• Proficient in using data, dashboards, and customer indicators to prioritize tasks and guide decision-making.

• Excellent written and verbal communication skills, with an ability to build trust among owners, technical leads, and decision-makers.

• Strong presentation and facilitation abilities across training sessions, business reviews, and executive discussions.

• High level of agency and accountability: you ensure follow-through, meet commitments, and hold yourself responsible.

• Experience with MSPs, MSSPs, channel partners, or technology resellers is preferred.

• Practical experience using AI tools within a Customer Success workflow is preferred; familiarity with Claude is a plus.

• Knowledge of customer success platforms such as Totango, ChurnZero, or Gainsight is preferred.

• Comfort with health scoring, churn-risk analysis, and customer journey mapping is preferred.

🏝️ Benefits

• Competitive salary and performance bonuses.

• Flexible working hours and remote work options.

• Opportunities for professional development and growth.

• Comprehensive health benefits and wellness programs.