Customer Success Manager

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

📋 Description

• Oversee a portfolio of B2B accounts, serving as the primary point of contact and trusted advisor through the entire customer lifecycle.

• Establish and nurture relationships at both executive and champion levels.

• Conduct regular business reviews linking product usage to customer outcomes and overall business value.

• Track account health indicators and proactively address issues before they escalate.

• Ensure accurate assessments of renewal likelihood across the portfolio.

• Collaborate with Sales and leadership to develop and implement mitigation strategies for accounts at risk.

• Recognize expansion possibilities, including new use cases, additional seats, and adjacent product offerings.

• Work alongside Account Executives on upselling and cross-selling initiatives.

• Foster multi-threaded relationships within accounts to minimize risks associated with single points of failure and uncover growth potential.

• Translate customer feedback into prioritized insights for Product and Engineering teams.

• Represent customers in roadmap discussions, quarterly business reviews, and sprint evaluations.

• Follow up with customers to inform them how their feedback has influenced product decisions.

⛳️ Requirements

• Background in customer success, account management, or a similar post-sales role within B2B SaaS or technology, preferably with experience in an early-stage or high-growth setting.

• Proactive mindset with a focus on taking action and quickly iterating.

• Resourceful and adaptable; able to devise processes and solutions without a predefined playbook.

• Excellent attention to detail along with strong CRM maintenance skills.

• Comfortable navigating ambiguity and adapting to change.

• Strong analytical skills; capable of evaluating usage data, developing account health models, and clearly presenting findings.

• Effective written and verbal communication abilities, including engagement with C-suite executives.

• Ability to collaborate successfully across Sales, Product, Support, and Engineering teams.

🏝️ Benefits

• Medical, dental, and vision insurance (US).

• 401k plan (US).

• Target of 4 weeks PTO.