Customer Success Manager

This is a fully remote position, open to applicants in California, +8 more states.

📋 Description

• Take ownership of the entire customer relationship for a set of enterprise accounts.

• Act as the main point of contact following implementation.

• Create and implement strategic success plans that align with customer business objectives.

• Promote the use of core modules such as job costing, production tracking, and invoicing.

• Oversee account health, usage metrics, and risk indicators.

• Detect and address potential churn risks.

• Facilitate executive business reviews while showcasing ROI.

• Recognize and pursue upsell and cross-sell opportunities in collaboration with Sales.

• Collect customer feedback and feature requests for the Product and Engineering teams.

• Work together with Support and Implementation teams to resolve escalations.

• Maintain accurate account records, health scores, and forecasts using Gainsight and Salesforce.

• Meet retention, expansion, and NPS goals.

• Cultivate strong customer relationships, enhance net revenue retention, minimize churn, and capitalize on expansion opportunities.

⛳️ Requirements

• Minimum of 5 years of experience in customer success, account management, or a related client-facing position.

• At least 2 years of experience managing enterprise or strategic accounts.

• Demonstrated success in driving retention and expansion within a SaaS or software organization.

• Proven ability to present to and influence senior stakeholders at the VP/C-level.

• Strong communication, project management, and problem-solving abilities.

• Capacity to manage a complex, high-value portfolio with competing priorities.

• Familiarity with CRM/CS platforms such as Salesforce and Gainsight.

• Preferred experience in field service management, landscaping, or a related vertical SaaS industry.

• Knowledge of the Aspire platform or similar operations/field service software is a plus.

• Experience working across functions in a growing SaaS organization is preferred.

🏝️ Benefits

• Flexible time off.

• Opportunities for learning and development.

• Comprehensive onboarding process.

• Leadership training programs.

• Various programs and events.

• Bonusly rewards system.

• Peer-nominated awards.

• Company-sponsored medical, dental, and vision insurance.

• 100% employer-covered options and 90% coverage for dependents.

• Flexible Spending Account (FSA) and Health Savings Account (HSA).

• 401(k) matching program.

• Telehealth services, including One Medical memberships.

• Parental leave and support services.

• Up to $20,000 in fertility services, including IUI and IVF treatments.

• Reimbursement for surrogacy and adoption expenses.

• On-demand maternity support through Maven Maternity.

• Free breast milk shipping through Maven Milk.

• Pet insurance options.

• Legal advisory services.

• Financial planning resources.

• Annual bonus opportunities.

• Equity options.

• A comprehensive suite of holistic benefits.