Customer Success Manager – Commercial

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

📋 Description

• Oversee a portfolio of 45–55 mid-market accounts, focusing on adoption, retention, and growth.

• Comprehend customer business objectives and link product usage to measurable outcomes and ROI.

• Conduct quarterly business reviews (QBRs) and executive briefings that connect product value to business impact.

• Manage renewal and expansion discussions comprehensively with Sales, Legal, and leadership.

• Provide accurate weekly forecasts to leadership.

• Establish connections with compensation administrators, finance leaders, and executives.

• Identify potential customer risks and escalate them along with context and suggested next steps.

• Relay customer product feedback to the Product and Engineering teams.

• Work in tandem with Professional Services, Support, and Product to guarantee a smooth customer experience.

• Become an expert on the platform and translate its features into business outcomes.

• Share insights and account patterns to enhance processes and success strategies.

• Integrate AI agents and LLMs into daily operations for task automation, account inquiries, and predictive health monitoring.

⛳️ Requirements

• 2–4 years of experience in Customer Success, Account Management, or a comparable SaaS role.

• Demonstrated success in managing a high-volume, high-value customer portfolio.

• Strong commercial insight and experience in renewal negotiations and deal execution.

• Outstanding communication and relationship-building abilities with stakeholders ranging from administrators to C-suite executives.

• A strategic, inquisitive, and customer-focused mindset aimed at long-term results.

• Strong organizational skills in documentation, forecasting, and account planning.

• Experience with Incentive Compensation Management (ICM), Sales Performance Management (SPM), or intricate Fintech/Accounting solutions (preferred).

• Hands-on experience dealing with Office of the CFO and Revenue personas (preferred).

• Familiarity with Salesforce or other well-known CRMs and Customer Success platforms like ChurnZero (preferred).

🏝️ Benefits

• 100% coverage for medical, dental, and vision for all full-time employees, with approximately 75% coverage for dependents (US-only).

• Flexible vacation policy.

• Quarterly mental health days.

• Annual professional development allowance.

• Annual caretaking stipend.

• Work anniversary bonuses that increase with tenure.

• 401(k) retirement savings plan (US-only).

• Latest Apple hardware provided.

• Active Employee Resource Groups (ERGs) that promote diversity, equity, and inclusion.