Customer Success Manager

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

📋 Description

• Drive Strategic Growth & Partnerships: Act as a reliable and high-value advisor to clients. Formulate and implement customized account strategies to navigate distinct workflows, political landscapes, and intricate organizational dynamics, ensuring that customer requirements are in sync with product capabilities.

• Own Business Outcomes: Take the initiative in managing renewals and negotiating expansion opportunities to achieve annual targets related to retention and growth. This aspect of the CSM role is essential and requires a robust background in managing contract lifecycles.

• Enable Adoption & Value: Collaborate with our clients during the crucial adoption phase and offer ongoing, focused training to enhance their success. Convert technical concepts and product updates into clear, actionable value for a variety of audiences.

• Manage Success Metrics: Track and report on critical performance indicators, such as churn reduction, expansion revenue, and Customer Satisfaction (CSAT), using data to guide strategic account planning.

• Stakeholder Mapping & Advocacy: Recognize and cultivate relationships with all key decision-makers and influencers within your accounts, ensuring they receive the necessary support. Serve as the internal voice of the customer, working in conjunction with Product, Sales, and Support teams.

• Travel: Participate in customer visits and conferences as needed based on territory requirements, typically involving 3-5 visits per quarter (15-20% annually).

⛳️ Requirements

• A minimum of 4 years of experience in Customer Success, preferably within a rapidly growing SaaS startup.

• Demonstrated capability to manage complex accounts, drive renewals, and identify cross-selling opportunities.

• Strong emphasis on achieving customer outcomes and fostering long-term partnerships.

• Proficiency in navigating multiple stakeholders and a collaborative approach to cross-functional discussions.

• Ability to mitigate risks and resolve issues before they escalate into critical problems.

• Capacity to learn and support various products.

• Expertise in translating technical concepts into accessible, customer-friendly language.

• Strong strategic communication skills (both written and verbal) are vital for our remote working environment.

• Outstanding organizational skills and prioritization abilities to manage multiple customers and incoming requests.

• Familiarity with tools such as Salesforce, Fathom, Hex, Google Suite, Slack, Hubspot, and Claude.

🏝️ Benefits

• Competitive compensation along with a stock equity plan.

• Comprehensive benefits package that includes medical, dental, vision, and life insurance.

• Company-sponsored pre-tax retirement savings program (401k).

• A flexible work environment that accommodates remote work.

• Flexible PTO.

• Parental Leave.

• Home office stipend.