Customer Success Manager

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

📋 Description

• Facilitate collaborative strategic planning sessions and develop customized success roadmaps.

• Establish shared KPIs and evaluate ROI on a quarterly basis.

• Oversee account health and pinpoint potential renewal risks.

• Execute mitigation strategies to ensure portfolio retention.

• Discover customer expansion opportunities and transfer CSQLs to the sales team.

• Conduct Executive Business Reviews and Business Outcome Reviews.

• Confirm ROI, review strategic initiatives, and synchronize product roadmaps with client stakeholders.

• Collaborate with Account Managers and Renewal Managers on account strategies, commercial conditions, expansions, and renewals.

• Utilize Planhat, risk protocols, and AI-driven workflows in daily account management.

• Enhance customer value, product adoption, retention, and growth among key accounts.

⛳️ Requirements

• 2–3 years of experience in ERP or similar complex enterprise software environments such as SAP, NetSuite, Salesforce, Microsoft Dynamics, or specialized field service/operations management platforms.

• Proven track record in managing enterprise or mid-market customer portfolios within B2B SaaS.

• Demonstrated success in driving retention, adoption, and growth.

• Experience presenting to C-suite and VP-level executives during Executive Business Reviews.

• Ability to define, monitor, and present business KPIs and measurable business outcomes.

• Proficient in adopting Customer Success platforms like Planhat and Gainsight.

• Capability to implement CS enablement frameworks and AI workflows.

• Willingness to travel for client onsite visits as required.

🏝️ Benefits

• Comprehensive medical insurance.

• Dental insurance.

• 401(k) match.

• 24/7 Teladoc virtual care.

• 24/7 EAP support, including counseling, legal, and financial guidance.

• Flexible Time Off or generous PTO (role-dependent).

• Paid holidays.

• Paid parental bonding leave.

• 24/7 access to soft-skill and technical training libraries.

• Strong internal mobility programs.

• Peer-nominated recognition programs.

• Regional discounts.

• Team volunteer opportunities.

• Remote-first flexibility.

• Access to regional offices and headquarters for collaboration.

• Bonus eligibility.