Customer Success Manager

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

📋 Description

• Lead the comprehensive client success lifecycle, encompassing onboarding, success planning, ongoing engagement, and renewal assistance.

• Create and sustain documented client success strategies that outline outcomes, milestones, and adoption objectives.

• Monitor and evaluate client health through engagement metrics, sentiment analysis, compliance status, and platform usage.

• Identify risks, changes, or obstacles to success and execute mitigation strategies.

• Conduct executive-level business reviews to communicate progress, insights, and the value delivered.

• Act as the primary strategic liaison for clients, fostering trusted, long-term relationships.

• Coordinate cross-functional delivery with internal teams to ensure timely and high-quality execution of client engagements.

• Promote platform adoption through proactive outreach, training coordination, and usage assessments.

• Discover expansion opportunities and collaborate with Sales by utilizing contextual client insights.

⛳️ Requirements

• A Bachelor's degree in Business, Project Management, Information Security, or a related discipline, or equivalent professional experience.

• Payment Card Industry Professional (PCIP) certification is required within the first 12 months of employment.

• 3–5 years of experience in client success, customer success, account management, or project management within a SaaS, consulting, or professional services setting.

• Proven experience in managing client relationships and achieving measurable results.

• Experience in coordinating efforts across cross-functional teams.

• Must already possess authorization to work in the United States without the need for current or future sponsorship.

• Preferred: Coursework or certification related to customer success, project management, or information security.

• Preferred: Experience in compliance-driven, security, or regulated environments.

• Preferred: Experience working with higher education or similarly complex client organizations.

• Client Relationship Management.

• Strategic Thinking.

• Cross-Functional Collaboration.

• Data-Driven Decision Making.

• Influence and Communication.

• Adaptable.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• HSA and FSA.

• Generous earned time off.

• 401K/student loan repayment.

• Life insurance & AD&D insurance.

• Employee assistance program.

• Employee stock purchase program.

• Tuition reimbursement.

• Performance-based incentive pay.

• Short- and long-term disability.

• Robust wellness program.