Customer Success Manager

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

📋 Description

• Oversee a designated portfolio of customers, acting as their main point of contact and advocate.

• Develop and sustain robust, enduring relationships with key stakeholders within customer organizations.

• Collaborate with Professional Services to onboard new clients and facilitate a seamless transition to ensure long-term success.

• Work alongside customers to design and implement joint success plans that align with their business objectives to promote ongoing value.

• Proactively assess customer health and utilize the CSP system to maintain a data-driven strategy, employing playbooks to manage potential risks, track customer interactions, and ensure timely follow-ups.

• Team up with internal departments, including Support and Product, to address customer issues and meet their needs effectively.

• Conduct regular check-ins and business reviews to evaluate progress, discuss objectives, and identify areas for enhancement.

• Offer continuous support and advice to customers regarding product features, best practices, and strategies for maximizing value.

• Recognize upsell, cross-sell, and expansion opportunities within current accounts, nurturing deeper relationships and delivering additional value.

• Cultivate customer advocates through case studies, references, and testimonials, while ensuring timely renewals and fostering long-term customer retention.

• Contribute to the enhancement and refinement of customer success best practices and processes to boost team performance.

⛳️ Requirements

• Minimum of 3 years of experience in a customer success or client-facing capacity.

• Strong comprehension of customer success metrics and methodologies.

• Familiarity with customer relationship management (CRM) tools.

• Exceptional communication and interpersonal skills.

• Ability to operate independently and effectively manage multiple accounts.

• Skilled in data analysis and interpreting customer health metrics.

• Enthusiasm for assisting customers in achieving their goals and promoting product adoption.

• Must have legal authorization to work in the US without sponsorship.

🏝️ Benefits

• Recognized as one of BuiltIn's 2025 Best Places to Work and awarded the Silver Stevie® Award in the 2025 Stevie Awards For Great Employers.

• Professional development allowance to support your growth in the areas that matter most to you.

• Flexibility to balance work with personal life and generous PTO, including paid time off for volunteering, your birthday, and for new parents.

• 401K with company matching, alongside financial planning education and resources.

• Employees have the option of HSA, FSA, and traditional insurance plans for medical, dental, and vision coverage for themselves and their dependents.

• Lifestyle Spending Account (LSA): We promote personal well-being by providing an annual lifestyle spending account for you to use on what is most important to you—be it a gym membership, a meditation app, WFH equipment, or fresh produce delivery.

• Your health is our highest priority! We cover 100% of your health insurance premiums, with plans that include both national and international coverage for your protection, no matter your location.

• Propelus Flex Club: Our flexible benefits platform offers you monthly points to redeem for what you need most, along with access to exclusive discounts just for being part of our team.

• We provide a life insurance policy, fully funded by the company, with the option to add beneficiaries at a discounted rate.