Customer Success Manager

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

📋 Description

• Take ownership of the entire customer relationship lifecycle — encompassing onboarding, adoption, expansion, and renewal.

• Cultivate strong relationships, drive measurable results, and ensure that every customer renews and grows.

• Oversee a portfolio of enterprise accounts as the key post-sale contact.

• Manage the complete renewal process: including health assessments, executive alignment, proposal creation, negotiation, and closing.

• Conduct monthly check-ins, semi-annual Quarterly Business Reviews (QBRs), and annual Executive Business Reviews (EBRs) for strategic accounts.

• Establish customer-specific success metrics at the beginning of contracts and monitor them throughout the relationship.

• Track product health using adoption dashboards; proactively address any signs of low utilization.

• Provide data-driven QBR materials that highlight ROI based on defined business outcomes.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success, Account Management, or a similar post-sale role within B2B enterprise software.

• Proven track record of managing renewal cycles — including negotiation, legal coordination, and accountability for Annual Recurring Revenue (ARR).

• Experience in managing a portfolio of complex enterprise accounts.

• Strong executive presence, with comfort in presenting QBRs and EBRs to VP and C-level stakeholders.

• Proficiency in Salesforce CRM for managing pipelines, logging activities, and forecasting.

• Ability to analyze product usage and adoption data and translate it into compelling narratives for customers.

• Exceptional written and verbal communication skills; strong organizational habits and follow-through.

🏝️ Benefits

• 401k and medical/dental coverage

• Comprehensive benefits package