Customer Success Manager

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

📋 Description

• Manage a portfolio of Artemis customers throughout their post-sale journey.

• Assist new customers in onboarding and facilitate effective product adoption.

• Encourage customers to reach early usage milestones, aiming for at least 30% of contracted usage within their first 30 days.

• Promote further adoption after onboarding and identify customers who are not fully utilizing the platform.

• Monitor customer health and proactively intervene when usage, engagement, payment status, or other indicators suggest a risk of churn.

• Take ownership of retention and renewal outcomes for the entire book of business.

• Spot expansion opportunities and collaborate with Sales when a customer is ready for growth.

• Develop strong relationships with customer stakeholders while understanding their business objectives, workflows, and challenges.

• Collaborate with Sales to translate sales-process expectations into successful customer results.

• Work with Product and technical teams to highlight recurring customer feedback, implementation challenges, and product requirements.

• Maintain accurate records of customer health, onboarding, adoption, renewal, and churn data in company systems.

• Contribute to the enhancement of Customer Success playbooks, processes, reporting, and automation as the organization expands.

⛳️ Requirements

• 2+ years of experience in Customer Success, Account Management, or a comparable post-sale SaaS role.

• Proven experience managing a substantial portfolio of B2B customers with accountability for retention and adoption.

• Solid understanding of SaaS onboarding, product adoption, renewals, churn prevention, and customer health.

• Proficient in utilizing data and product usage signals to identify areas where customers need support.

• Capable of managing multiple customers and priorities without needing a rigidly defined process.

• Strong communicator, comfortable engaging in direct conversations with customers when adoption or expectations are misaligned.

• Able to work collaboratively with Sales, Product, and technical teams.

• Experience in a startup or rapidly changing environment is highly preferred.

• Background in solar, roofing, construction technology, or related industries is advantageous but not mandatory.

🏝️ Benefits

• Variable compensation with a target total compensation of approximately $120,000 annually.