Customer Success Manager

This is a fully remote position, open to applicants in Connecticut, +18 more states.

📋 Description

• Oversee a portfolio that exceeds 150 accounts by utilizing internal resources and automated processes to deliver consistent and high-quality support throughout the customer lifecycle.

• Utilize available resources, playbooks, and technology to efficiently transition customers from signing to achieving "First Value," ensuring a smooth onboarding process that lays the groundwork for long-term usage.

• Track customer health indicators and automated alerts to swiftly identify accounts at risk. Prioritize outreach based on usage analytics and notifications to reduce churn across a substantial portfolio.

• Implement "one-to-many" communication strategies, including office hours, automated email outreach, and digital value assessments to enhance engagement and adoption while maintaining a personalized touch.

• Collaborate closely with Account Management (AM) to transition renewal-ready accounts and work in conjunction with Support and Product teams to address common technical challenges on a large scale.

• Keep detailed documentation and activity records within the CSRM/CRM to guarantee leadership insight into the health and trends of the high-volume segment.

⛳️ Requirements

• A minimum of 3 years of experience in Customer Success or Account Management, with at least 1 year managing high-volume portfolios (100+ accounts).

• Familiarity with Customer Success automation tools such as ClientSuccess, Gainsight, ChurnZero, or similar platforms.

• Exceptional written and verbal communication abilities.

• Experience in onboarding customers effectively.

• Demonstrated capability to establish and maintain robust customer relationships.

• Openness and ability to travel periodically to customer and partner locations (approximately 25% travel).

🏝️ Benefits

• Medical, dental, and vision insurance.

• Annual professional development budget for each employee.

• 401(k) savings plan.

• Life, AD&D, and disability insurance coverage.

• Company-provided laptop and other essential equipment.

• Paid time off (PTO) to promote work-life balance.

• Paid company holidays.

• Company-paid parental leave.

• Flexible work arrangements in a remote-first environment with employees located throughout the U.S.