Customer Success Manager

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

📋 Description

• Take charge of client activation and onboarding from the moment a deal is closed until successful adoption.

• Facilitate live onboarding sessions, along with follow-ups and regular check-ins.

• Maintain ongoing customer relationships while conducting value-focused business reviews.

• Propel retention and growth across a portfolio of around 150 mid-market and Enterprise clients.

• Responsible for Gross Revenue Retention and Net Revenue Retention results.

• Oversee renewals, identify expansion opportunities, and manage at-risk accounts.

• Establish trust-based relationships with decision-makers and everyday users.

• Communicate customer health, renewal risks, and expansion opportunities to leadership.

• Create scalable onboarding and lifecycle-management processes and playbooks.

• Track product adoption, health alerts, feature usage, and engagement metrics.

• Develop targeted customer success strategies.

• Provide education to customers through webinars, product demonstrations, and available resources.

• Collaborate with Product, Support, and Engineering teams to address issues and influence roadmap decisions.

• Experiment with engagement strategies, refine playbooks, and share insights.

⛳️ Requirements

• Minimum of 4 years of experience in Customer Success within a PLG SaaS environment.

• Demonstrated experience managing over 100 accounts.

• Strong sense of ownership and initiative to proactively resolve challenges.

• Excellent relationship-building and communication abilities.

• Capacity to engage with executive and operational stakeholders in a credible and empathetic manner.

• Proficient in working with data, dashboards, and customer metrics.

• Experience in influencing renewal, retention, and expansion results, preferably in a PLG or subscription-based SaaS model.

• Knowledge of Vitally, HubSpot, Slack, and Stripe is advantageous.

• Self-driven and comfortable working independently within a distributed team.

🏝️ Benefits

• Quarterly performance bonuses linked to customer retention and expansion objectives.

• Fully remote position with flexible work hours.

• Private health insurance coverage.

• Paid time off.

• Local benefits applicable to employees.

• Annual stipends for home office, wellness initiatives, or professional development.

• Opportunities for career advancement.

• Access to mentorship programs.

• Skill development initiatives.

• Participation in global company retreats.