Customer Success Manager

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

📋 Description

• Act as the main point of contact and a trusted advisor for designated mid-market clients.

• Cultivate and maintain relationships with senior stakeholders to impact business results and enhance long-term partnership value.

• Promote product adoption, engagement, and value realization throughout the customer lifecycle.

• Lead Quarterly Business Reviews (QBRs) and Success Reviews that align with customer KPIs and strategic goals.

• Manage the entire renewals process, including pricing discussions, contract negotiations, and timely provision of renewal quotes.

• Collaborate with Sales, Legal, Finance, Product, and Support teams to ensure a smooth customer experience.

• Identify opportunities for expansion based on usage insights and refer qualified upsell and cross-sell opportunities to Sales.

• Monitor and forecast renewal pipeline, retention, Net Revenue Retention (NRR), and customer health scores.

• Address customer escalations and high-severity issues effectively.

• Convey customer feedback and insights internally to shape product roadmaps and success strategies.

• Create customer success stories, ROI narratives, references, and advocacy opportunities.

• Lead or participate in special projects aimed at enhancing Customer Success processes, reporting, or strategies.

⛳️ Requirements

• A Bachelor’s degree in Business or a related discipline.

• 3–5 years of experience in Customer Success, Account Management, or a similar customer-facing position.

• Demonstrated experience in managing renewals and complex customer portfolios.

• Proficient in Salesforce and customer success platforms (e.g., Gainsight or similar).

• Proven ability to communicate and influence effectively at all levels, including with executive stakeholders.

• Strong customer-centric mindset.

• Commercial awareness with confidence in managing renewals and influencing revenue outcomes.

• Exceptional communication, presentation, and relationship-building skills at the executive level.

• Capability to work independently in a dynamic, global, matrixed environment.

• Strong collaborative skills across Sales, Legal, Finance, Product, and Services teams.

• Analytical mindset with the ability to interpret data, trends, and customer health indicators.

• Experience with financial systems, analytics, or Office of the CFO solutions is preferred.

• Background in SaaS or enterprise software environments is preferred.

• Experience in contributing to net revenue retention (NRR) through renewals and expansion is preferred.

• Additional language skills are advantageous.

• Must be authorized to work in the United States; sponsorship is not available for candidates who do not have eligibility to work in the country where the position is based.

• Background checks are mandatory for employment, where permitted by country, state, or province.

🏝️ Benefits

• Eligibility for bonuses may apply for non-sales positions.

• An equal employment opportunity workplace.

• Confidential treatment of application information.