Customer Success Manager

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

📋 Description

• Oversee a portfolio of more than 1,000 customers, ensuring regular touchpoints and health assessments through both personalized and automated outreach methods.

• Create and implement customer success strategies aimed at enhancing adoption, retention, and growth within a broad base of customers with smaller contract values.

• Recognize at-risk accounts early using predictive analytics and deploy targeted intervention strategies at scale via automated outreach.

• Promote product adoption and feature usage through data-driven methods tailored to the needs of smaller businesses regarding new functionalities and regulatory updates.

• Organize daily operations, case assignments, and escalation processes in collaboration with the inside support team.

• Cultivate a cooperative environment focused on resolving customer issues effectively.

• Embrace automation systems, AI, and reporting dashboards for managing extensive portfolios efficiently.

• Collaborate with assigned customers to comprehend their business goals and align them with product capabilities using scalable engagement models.

• Spot expansion opportunities and work alongside sales teams on systematic upsell strategies.

• Assess customer usage data and health metrics to proactively address concerns.

• Act as the voice of the customer, relaying aggregated feedback to product and engineering teams.

• Keep customer satisfaction scores consistently above 85%.

⛳️ Requirements

• A minimum of 3 years of experience in customer success, account management, or related fields within B2B SaaS, specifically managing high-volume, smaller-contract portfolios.

• Demonstrated success in managing extensive customer portfolios (1,000+ accounts) with strong retention metrics in the smaller contract segment.

• Advanced analytical capabilities with experience utilizing customer success platforms (Gainsight, ChurnZero, etc.) and automation tools for high-volume, lower-touch account management.

• Exceptional communication and presentation skills, capable of engaging with small business owners and decision-makers while leveraging automation tools.

• Familiarity with CRM systems (Salesforce, Hubspot, etc.), business intelligence tools, and customer success automation tools.

• Legally permitted to work in the United States.

• Willingness to undergo a comprehensive background check if offered employment.

🏝️ Benefits

• A vibrant, fast-paced work environment.

• A Responsible PTO Plan that meets or surpasses state and local medical and family leave regulations.

• 11 paid holidays.

• Community and social events to foster connectivity and engagement.

• Mental Health Benefits.

• Medical, Dental, and Vision insurance.

• Company-paid Group Life Insurance and Short- and Long-Term Disability coverage.

• Flexible Spending Account & Health Savings Account.

• Aflac Benefits – including Critical Illness, Cancer Protection, & Hospital Choice.

• Pet Insurance.

• 401(k) plan with company match, available from Day 1 of employment.

• 2 Paid Volunteer Time Off Days.