Customer Success Manager

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

📋 Description

• Lead, guide, and nurture a diverse team of Customer Success Professionals.

• Offer coaching, training, and constructive performance feedback.

• Continuously enhance team operational processes.

• Assist CSMs with account strategies and intricate contract renewals, expansions, and upselling.

• Collaborate with Sales and other departments to foster retention and growth.

• Formulate and execute data-driven customer success strategies.

• Evaluate customer data and health trends to reduce churn risks.

• Discover opportunities for product and service enhancements.

• Collaborate with Operations to develop and test workflows tailored for customer segments.

• Present team performance metrics and customer insights to director-level leadership.

• Create and refine customer success playbooks, best practices, and training resources.

• Oversee team resources, workload distribution, capacity planning, and utilization.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success.

• At least 2 years of experience managing a team of customer success professionals.

• Strong analytical abilities and knowledge of customer success best practices within the technology sector.

• Experience in presenting data internally and leading external Executive Business Reviews (EBRs).

• Capability to operate effectively in a fast-paced, dynamic, remote environment.

• Demonstrated success in driving customer retention, growth, and advocacy.

• In-depth understanding of the customer lifecycle along with customer success principles, methodologies, and best practices.

• Exceptional communication and interpersonal skills.

• Proficiency in customer success platforms and CRM systems.

• Experience with Gainsight, Planhat, and HubSpot is preferred.

• Familiarity with the healthcare sector is a plus.

• Comfort in working with enterprise-level accounts is preferred.

• A bachelor's degree in Business Administration, Marketing, or a related field is preferred.

• Must be legally authorized to work in the US; sponsorship is not available.

🏝️ Benefits

• Employee medical insurance premium covered up to 100%.

• Affordable medical coverage for spouses and children through employer contributions.

• Options for HSA, FSA, medical, dental, and vision insurance.

• Dental and vision plans with 100% of the employee premium covered.

• 20–30 days of PTO annually, based on tenure, accruing quarterly and available immediately.

• 14 paid holidays for US-based teams.

• One floating holiday.

• One paid day off for birthdays during the birth month.

• 16 hours of Volunteer Time Off.

• Additional leave options available.

• Compliance with more favorable state and local leave laws.

• 401(k) plan with company matching.

• Access to financial planning education and resources.

• Annual Lifestyle Spending Account for wellness, WFH equipment, and other eligible expenses.

• 24/7/365 Employee Assistance Program offering counseling, legal and financial services, and care referrals.

• Carrot fertility, hormonal health, and family-building benefits.

• Beyond Med discounted elective care plan.

• Spot Pet Insurance.

• Remote-first, globally distributed company.

• Sponsored anniversary trips for employees celebrating 10 and 20 years with the company.

• Professional development allowance.

• An equal opportunity and inclusive workplace.