Customer Success Manager

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

📋 Description

• Take charge of strategic account planning and stakeholder engagement, ensuring alignment with institutional objectives.

• Collaborate closely with Account Management to impact renewal and expansion results, offering value narratives, risk indicators, and preparation materials for renewals.

• Develop ROI proof points and value narratives for Account Management to utilize in customer-facing ROI discussions.

• Oversee the implementation of Chat, Community, and Assistant, guiding customers from initiation to full adoption.

• Examine customer usage and engagement data to uncover opportunities for enhanced adoption and retention, providing context for expansion signals to Account Management.

• Conduct regular reviews and monitor progress against success plans for all Tier 1 customers; maintain a quarterly review schedule for Tier 2 customers.

• Provide product training and resources to optimize platform usage.

• Keep customer health signals accurate and up to date, proactively identifying risks or obstacles for Account Management, along with mitigation strategies.

• Cultivate strong, multi-level relationships across institutions, fostering resilience beyond a single champion.

• Ensure internal success tools (Salesforce) are regularly updated with key information and engagement insights.

⛳️ Requirements

• Ability to build relationships across multi-level stakeholders, fostering resilience beyond a single champion.

• Strategic planning skills: capable of creating forward-looking success plans aligned with institutional priorities, rather than merely reacting to immediate issues.

• Strong operational discipline: maintaining CRM hygiene, accurate reporting, and a predictable rhythm across a portfolio.

• Analytical and data-driven mindset for health scoring, usage analysis, and early identification of risks.

• Exceptional communication and storytelling abilities, especially when addressing executive audiences.

• Experience in cross-functional collaboration, particularly with Account Management, Product, and Support teams.

• Sound commercial judgment: skilled at crafting credible value narratives and risk indicators that Account Management can act upon, without directly managing negotiations.

• Strong organizational and time management skills.

🏝️ Benefits

• 25 days of paid time off plus US national holidays and 3 additional special days.

• Enhanced leave policies for maternity, paternity, and adoption.

• Health insurance options (medical, dental, vision) with family contributions available.

• Life insurance coverage.

• 401(k) plan with a 6% employer match.

• Mental health support resources.

• Provision of a MacBook or PC, along with support for home office setup.

• A genuinely supportive and high-performing team environment.