Customer Success Manager

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

📋 Description

• Manage a portfolio of clients and ensure the delivery of measurable outcomes that align with each client's objectives.

• Provide quarterly customer outcome scorecards that effectively communicate performance, insights, and value achieved.

• Create and uphold Customer Success Plans that connect customer goals with Nuvem’s solutions and strategic vision.

• Lead Quarterly Business Reviews (QBRs) that focus on outcomes, insights, risks, and future opportunities.

• Track customer health indicators, engagement trends, and sentiment to proactively detect potential risks.

• Implement established retention and rescue playbooks for at-risk accounts in collaboration with Customer Success leadership.

• Ensure customers are set up for consistent, timely renewals through proactive engagement and early value articulation.

• Maintain regular executive-level interaction with customers to strengthen partnerships and build confidence.

• Discover and pursue upsell and expansion prospects within current accounts, aligned with customer needs and value realization.

• Collaborate with Sales to support the execution of expansion efforts and ensure continuity in renewals and growth initiatives.

• Develop and sustain a qualified pipeline of expansion opportunities within the assigned portfolio.

• Clearly communicate the value of additional solutions, services, or capabilities to facilitate customer growth.

• Keep accurate and up-to-date customer records, success plans, health indicators, and opportunity tracking within Salesforce and Customer Success tools.

• Adhere to established engagement cadences and success frameworks based on customer tier and segmentation.

• Support company initiatives such as Polaris and renewal programs through disciplined customer engagement and value storytelling.

• Provide feedback and insights to Customer Success leadership to enhance frameworks, scorecards, and customer programs.

⛳️ Requirements

• Growth-oriented mindset as outlined above.

• Highly organized, proactive, and adept at managing multiple priorities.

• Proven track record of consistently achieving results against quarterly and annual targets.

• Exceptional written and verbal communication skills, with the ability to clearly understand and convey complex concepts in a straightforward manner during executive-level discussions.

• Demonstrated ability to manage intricate customer relationships and drive retention and growth.

• Strong analytical and consultative capabilities with the capacity to translate data into compelling customer value narratives.

• Bachelor’s degree or higher from a prestigious college or university, or equivalent distinguished life experience.

• Capability to thrive in a remote-based team environment with a willingness to travel up to 15-20% of the time.

🏝️ Benefits

• High Earning Potential: Competitive salary based on experience.

• Work/Life Balance:

• Flexible work arrangements and a remote-first work environment (for select roles).

• Regular company gatherings throughout the year to foster connection and collaboration.

• Unlimited Paid Time Off.

• Additional Benefits and Perks:

• Paid holidays.

• Paid family and medical leave, including paid parental leave.

• Comprehensive medical, dental, and vision benefits fully covered for employees.

• Company-sponsored 401(k) with matching contributions.

• Life and long-term disability insurance coverage.

• Employee assistance program.