Customer Success Manager

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

📋 Description

• Take ownership of a portfolio consisting of mid-market and growth accounts, ensuring that customers effectively adopt the product and derive value from it.

• Create and implement customer success plans that are customized to meet the specific needs, maturity, and usage patterns of each account.

• Actively engage with customers to promote adoption, share best practices, and ensure ongoing value realization.

• Manage customer relationships independently across both user and business stakeholders.

• Track customer health indicators, including usage, engagement, sentiment, and feedback.

• Identify potential risks, gaps, and signs of churn early, taking proactive measures to address them.

• Handle initial responses to customer health risks and collaborate internally to ensure timely resolution.

• Ensure renewal readiness by confirming that customers are achieving measurable value from your portfolio.

• Collaborate with Renewal Managers by providing organized insights regarding account health, risks, and stakeholder context.

• Ensure that customers are aligned with value outcomes prior to renewal cycles, without managing commercial negotiations or contract execution.

• Serve as the main point of contact for your accounts, fostering strong, multifaceted relationships across user and business stakeholders.

• Conduct structured customer engagements (e.g., success reviews, QBR-lite sessions) to reinforce value, alignment, and adoption.

• Maintain robust stakeholder mapping and engagement routines throughout your portfolio.

• Represent the voice of the customer by delivering structured feedback to the Product, Renewals, Sales, and Support teams.

• Work together with internal teams to eliminate obstacles and enhance the customer experience.

• Aid in the resolution of escalations through cross-functional coordination and ownership.

• Utilize usage, engagement, and customer feedback data to inform proactive decision-making.

• Detect trends across your portfolio and suggest enhancements to processes, playbooks, or customer engagement strategies.

• Keep accurate and current records in CRM and Customer Success systems.

⛳️ Requirements

• 2–5 years of experience in customer success, account management, or SaaS customer-facing roles.

• Proven capability to autonomously manage a portfolio of mid-market or growth accounts.

• Strong analytical abilities to interpret usage and engagement data, translating insights into actionable steps.

• Excellent communication and relationship-building skills, with the ability to engage various stakeholders at different levels.

• Proactive, organized, and adept at managing competing priorities across multiple accounts.

• Solid understanding of SaaS business models and customer lifecycle management.

• Comfortable working in a dynamic, fast-paced environment with evolving processes.

• Demonstrated ability to operate independently while being accountable for customer outcomes.

• Nice to have: Experience with CRM and Customer Success tools (e.g., Salesforce, HubSpot, Gainsight).

• Nice to have: Experience working within segmented Customer Success models (SMB / Mid-Market / Enterprise).

• Nice to have: Familiarity with structured renewal or retention processes and collaboration with Renewals teams.

🏝️ Benefits

• An Equal Opportunity Employer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

• By submitting your application, you acknowledge that Sembi, Inc. will process and retain your resume and related personal information solely for recruitment and hiring purposes.

• Resumes of unsuccessful candidates will be securely deleted within twelve (12) months of the hiring decision, unless a longer period is required by law or you provide explicit consent for continued retention (e.g., for consideration for future opportunities).