Customer Success Manager, Emerging Accounts

This is a fully remote position, open to applicants in Arizona, +30 more states.

📋 Description

• Manage a portfolio of roughly 50–75 larger Emerging/SMB accounts from the onboarding phase through to renewal.

• Partner with Services to oversee onboarding progress and guarantee that customers achieve adoption milestones and realize their first value promptly.

• Determine the value moment for each account and monitor usage/adoption metrics in relation to the customer's business objectives.

• Conduct milestone check-ins, track adoption metrics and early churn signals, and provide additional guidance as necessary.

• Address customer inquiries and support requests swiftly while adhering to SLA commitments with Support.

• Detect and highlight expansion opportunities and renewal risks to the CSM Manager or Sales/Account Management teams.

• Achieve the adoption and retention goals established by the CSM Manager.

• Recognize trends in customer challenges and recommend enhancements to processes, FAQs, knowledge base content, and automation.

• Utilize AI-driven adoption and health-scoring tools to oversee portfolios and identify risk and expansion signals.

• Keep precise records in Salesforce, Zendesk, and NetSuite as required.

• Collaborate across teams with Support, Product, and Sales.

• Evaluate success through metrics such as time to first value, adoption rates, early churn rates, SLA compliance, and CSAT.

⛳️ Requirements

• 1–3 years of experience in customer success, account management, onboarding, or customer support roles.

• Preferred experience in SaaS, HR, or payroll sectors.

• Background in supporting SMB customers or handling high-volume, transactional workloads.

• Strong understanding of SaaS onboarding processes.

• Capability to clearly and accessibly explain technical features.

• Proficient in Salesforce.

• Familiarity with Zendesk and NetSuite is advantageous.

• Comfortable using AI-enabled customer success/adoption tools, including health scoring and workflow automation.

• Excellent written and verbal communication skills, with active listening and a customer-first mindset.

• Ability to prioritize and manage time effectively across a high volume of concurrent customer needs.

• Data-driven approach to interpret usage and adoption metrics in relation to each customer's specified objectives.

• Ability to work autonomously with minimal day-to-day supervision.

• Remote work is limited to residents of AZ, CA, CO, CT, DC, FL, GA, ID, IL, IN, LA, MA, MD, ME, MI, MN, MS, NC, NE, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, and WA.

🏝️ Benefits

• Unlimited PTO.

• Medical, Dental, and Vision Insurance.

• 401k Match.

• Parental Leave.

• Laptop and necessary equipment provided.

• Fully remote work arrangement.