Customer Success Manager

This is a fully remote position, open to applicants in Arizona, +17 more states.

📋 Description

• Take charge of the post-implementation relationship for a portfolio of accounts from the stages of adoption through renewal, expansion, and advocacy.

• Promote the adoption of Spekit within customers’ revenue teams, encompassing deal rooms, AI Sidekick, and just-in-time enablement.

• Establish multi-threaded relationships with champions and economic buyers, including stakeholders at the VP and C-level.

• Conduct strategic business reviews, linking Spekit’s impact to the revenue objectives of customers.

• Serve as the voice of the customer internally, collaborating with Product, Engineering, Marketing, and Sales teams.

• Identify and cultivate customer advocates for case studies, speaking engagements, and peer references.

• Monitor account health through data analysis, identify churn risks, and devise mitigation strategies.

• Handle escalations, document issues, drive cross-functional resolutions, and keep customers informed throughout the process.

• Work alongside Sales to pinpoint and secure expansion opportunities.

• Maintain expertise in the product and assist customers in applying new platform capabilities to their specific use cases.

⛳️ Requirements

• 4–8 years of experience in Customer Success, Account Management, or a strategic customer-facing position within a B2B SaaS company.

• Proven track record in managing net revenue retention, including renewal rates, expansion ARR, and preventing churn.

• Proficient in building relationships at the VP and C-suite levels, particularly with leaders in Revenue, Enablement, or RevOps.

• Experience overseeing mid-market or enterprise accounts with ARR ranging from $30K to $200K+.

• Comfortable working in a dynamic startup environment with elements of ambiguity.

• Strong analytical skills with the ability to leverage data to identify risks and support action plans.

• Outstanding communication and facilitation abilities.

• Familiarity with Salesforce, Vitally, Gainsight, or similar Customer Success tools.

• Experience using AI tools such as Claude and ChatGPT.

• Knowledge of sales enablement, revenue intelligence, or the digital adoption sector is advantageous.

• Must be legally authorized to work in the United States.

• Must be based in and capable of working from Arizona, California, Colorado, Florida, Georgia, Illinois, Louisiana, Massachusetts, Michigan, North Carolina, New Jersey, Nevada, New York, Oregon, Texas, Utah, Virginia, Washington, or Wisconsin.

• Must not require current or future visa sponsorship.

🏝️ Benefits

• Equity.

• Comprehensive medical, dental, and vision benefits.

• Generous paid time off (PTO).

• Remote-friendly work environment.

• Vibrant in-office community in Denver.

• Opportunity to work directly with the founding team.

• Influence over the development and scaling of Customer Success.