Customer Success Manager

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

📋 Description

• Take ownership of Customer Outcomes: Cultivate a comprehensive understanding of each client's business, priorities, workflows, stakeholders, and desired results. Convert these objectives into well-defined success criteria, milestones, and a practical Customer Success Plan.

• Promote Adoption and Value: Leverage product knowledge, customer discussions, usage analytics, and business context to pinpoint adoption gaps and opportunities. Steer customers towards the workflows and behaviors that maximize their value from Lone Wolf solutions.

• Lead Proactive Engagement: Organize regular, proactive virtual meetings (either one-on-one or in groups) tailored to customer needs, segments, risks, and opportunities. Facilitate meaningful discussions to share updates and insights, provide best practices, tackle challenges, and ensure clients are continuously deriving value from their investment.

• Monitor Customer Health and Risk: Regularly evaluate customer health indicators and usage metrics to proactively identify potential risks, diagnose root causes, and implement documented recovery plans with clear actions, ownership, timelines, and communication.

• Coordinate the Customer Experience: Effectively collaborate across Support, Implementation, Product, Sales, and other teams to deliver a cohesive customer experience. While you may not execute every task personally, you will oversee customer communication, internal alignment, and follow-through.

• Ensure Renewal Readiness: Position customers for successful renewal by assisting them in achieving measurable value, maintaining robust stakeholder alignment, and identifying risks well in advance of the renewal date. Work closely with Sales or the relevant commercial owner to provide an accurate, evidence-based assessment of account health, outcomes, and renewal risks.

• Foster Team Excellence: Share knowledge, contribute innovative ideas, enhance playbooks and best practices, and help cultivate a culture of accountability, learning, collaboration, and continuous improvement.

⛳️ Requirements

• Over 3 years of experience in a customer-facing Success role (such as Customer Success, Account Management, or similar) within a SaaS environment.

• Proven ability to comprehend customer business needs and link software adoption to measurable outcomes.

• Strong consultative skills, encompassing discovery, active listening, problem diagnosis, and the capability to guide or constructively challenge customers.

• Experience managing a portfolio of customers with competing priorities, risks, and deadlines.

• A vocal team player and emerging leader — you actively participate, share ideas, and uplift the team with positivity, initiative, and knowledge-sharing.

• Strong written and verbal communication abilities — you excel at simplifying complex topics and customizing your message for your audience.

• Solid problem-solving capabilities and a proactive approach to addressing customer needs and resolving issues.

• Collaborative and resourceful — you understand when to take the lead and when to involve teammates or other departments.

• A strong interest in technology and a commitment to helping customers adopt software to enhance their business.

• Bonus: Experience in real estate is advantageous but not mandatory.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and remote work options.

• Opportunities for professional development and continuous learning.

• Collaborative and inclusive company culture.