Customer Success Manager – High Velocity

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

📋 Description

• Take charge of post-sale success for high-velocity clients across Feature Management, Smart Tests, and future high-velocity offerings.

• Develop mutual success plans with clients, considering their current situation, desired outcomes, product usage, business objectives, and adoption challenges.

• Promote product adoption, enhance customer engagement, and ensure measurable value realization.

• Establish customer engagement routines such as onboarding milestones, success reviews, virtual QBRs, and scaled digital interactions.

• Proactively identify at-risk customers and coordinate internal actions prior to renewal cycles to avoid crisis management.

• Define the customer engagement strategy for strategic, growth, and scaled customer segments.

• Create customer tiering based on ARR, growth potential, renewal timelines, risk factors, brand value, usage, and opportunities for expansion.

• Develop playbooks for adoption, value realization, support risk management, onboarding, customer handoffs, and readiness for expansion.

• Design a scalable framework that can be adopted and enhanced by future Customer Success Managers (CSMs).

• Leverage AI and automation wherever feasible to minimize manual tasks and keep the CSM focused on customer outcomes.

⛳️ Requirements

• A minimum of 5 years in Customer Success, Account Management, Customer Value Management, or a comparable post-sales SaaS position.

• Experience managing commercial, high-velocity, product-led growth (PLG), or scaled customer segments.

• Strong skills in customer discovery: ability to comprehend current states, business goals, adoption obstacles, and value drivers.

• Proven experience in developing success plans, customer engagement routines, health models, or account playbooks.

• Capability to collaborate with Sales on expansion and renewal preparedness without solely focusing on sales.

• Strong ability to operate cross-functionally across Product, Engineering, Support, Sales, and Marketing.

• Comfort in navigating ambiguity and creating processes from the ground up.

• Excellent written and verbal communication skills.

• Ability to articulate technical concepts in a simplified manner for both business and technical audiences.

🏝️ Benefits

• Health Insurance

• Dental Insurance

• Vision Insurance

• Short & Long Term Disability

• Life Insurance

• HSA/FSA

• Remote Work Environment

• Flexible Time Off

• Paid Company Holidays

• Parental Leave

• Variable Bonus Plan dependent on your role

• Stock grant opportunities dependent on your role

• 401(k) with Company Match