Customer Success Manager

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

📋 Description

• Assist in customer growth initiatives as directed by the CSM leader.

• Engage with a significant portfolio of assigned clients to retain accounts and optimize partnership value.

• Drive renewals and create opportunities for revenue expansion through proactive pipeline development.

• Support client adoption, utilization, and ensure outstanding customer experiences.

• Meet or surpass recurring revenue retention, pipeline generation, and growth objectives.

• Manage high-volume subscription cycles and facilitate timely SaaS contract renewals.

• Inform clients about new products and features to foster up-sell and cross-sell opportunities for the Account Executive team.

• Prepare and manage accounts for renewal while identifying potential churn risks.

• Develop strategies for account retention.

• Assist professional services in identifying further training and admin certification opportunities.

• Track and forecast customer health, renewal, and growth metrics, reporting findings to leadership.

• Collaborate across departments to streamline renewal and contracting processes.

• Advocate for or escalate client needs and concerns as necessary.

• Maintain account documentation and ensure CRM data accuracy.

• Participate in team meetings, training sessions, leadership one-on-ones, territory and pipeline reviews, and cross-functional updates.

• Monitor industry needs, trends, and market competition.

• Adhere to departmental standards, workflows, SLAs, metrics, and processes.

• Travel to customer and company events and onsite meetings as needed.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• Bachelor's degree or an equivalent combination of education and relevant work experience.

• Proven experience and success in renewing and retaining customer contracts, up-selling, advocacy, or engagement, preferably within a SaaS organization.

• Demonstrated ability to provide high customer satisfaction and drive product value in a high-volume setting.

• Capability to drive customer adoption, long-term retention, and wallet expansion.

• Ability to work independently within a collaborative, team-oriented environment.

• Excellent verbal and written communication, negotiation, presentation, and interpersonal skills.

• Proficient in influencing executives or C-suite level stakeholders.

• Strong time management and organizational capabilities.

• Exceptional attention to detail.

• Strong analytical, problem-solving, and critical-thinking abilities.

• Technical proficiency and knowledge of MS Office Suite, CRM, Gong, or similar tools.

• Familiarity with MEDDICC Selling or a comparable consultative sales methodology.

• Ability to incorporate Force Management principles, including Command of the Message, value frameworks, and outcome-focused messaging.

• Knowledge or direct industry experience in fire, emergency services, healthcare, or hospitals is preferred.

• Willingness to travel based on customer and business needs, up to 25%.

• Must be eligible to work in the United States under the company's remote work policy.

🏝️ Benefits

• Annual base salary ranging from $80,000 to $100,000 USD.

• Bonus opportunities.

• Comprehensive benefits package.

• Additional perks.

• Community engagement initiatives.

• Fully virtual/remote work available anywhere in the US.

• Travel to regional summits, client site meetings, industry or company events, and other onsite meetings as necessary.

• Workplace accommodations for applicants with disabilities.