Customer Success Manager II

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

📋 Description

• Develop and implement strategic account plans that translate customer goals and business objectives into actionable initiatives.

• Establish trusted relationships with key stakeholders and senior executives to promote adoption, growth, and long-term partnerships.

• Identify, evaluate, and pursue upsell and cross-sell opportunities through consultative, value-driven recommendations.

• Analyze customer data, usage patterns, and performance metrics to uncover insights, risks, and opportunities.

• Collaborate with Strategy teams to provide data-informed recommendations.

• Oversee renewal forecasting, risk mitigation, and commercial discussions to achieve or surpass quarterly revenue targets.

• Act as a strategic advisor on marketing strategies, competitive landscapes, and product differentiation.

• Work in conjunction with Sales, Product, Marketing, and Customer Support to ensure seamless customer experiences and champion customer needs.

• Manage escalations and ensure prompt resolution along with clear communication to stakeholders.

• Maintain precise account information, forecasts, and activity records in Salesforce.

• Represent the company at customer meetings, industry events, and association conferences, with up to 10% travel required.

• Engage in internal program meetings and share insights with the broader Customer Success organization.

⛳️ Requirements

• At least 5 years of experience in Customer Success or other customer-facing roles that drive revenue, preferably in a SaaS setting.

• A minimum of 2 years of experience in generating, qualifying, negotiating, and closing upsell/cross-sell opportunities.

• Proficient in Salesforce or comparable CRM platforms.

• Experience managing a portfolio of approximately 40 enterprise-level B2B accounts with intricate organizational structures.

• Proven track record in handling renewals and expansions, including forecasting, risk mitigation, and value-based selling in collaboration with Sales.

• Demonstrated ability to drive strategic account plans, stakeholder mapping, success planning, and alignment of roadmaps.

• Strong executive presence with the capability to influence and engage senior leaders across a matrixed organization.

• Experience in navigating escalations, objections, and sensitive customer discussions.

• More than 5 years of experience in a SaaS environment, with a solid understanding of subscription economics, customer lifecycle, and value realization.

• Ability to translate technical, operational, and business concepts to meet customer needs and product usage.

• Advanced understanding of marketing strategies, competitive landscapes, and product differentiation.

• Over 5 years of experience working closely with Sales, Product, Marketing, and Customer Support.

• Capacity to influence without direct authority and work effectively in a cross-matrixed environment, including virtual collaboration.

• Experience providing customer insights to guide product development and go-to-market strategies.

• Proficient in analyzing customer data, usage patterns, and business metrics.

• Comfortable utilizing Salesforce and customer success platforms to manage workflows, forecast renewals, and monitor account health.

• Exceptional written, verbal, and interpersonal communication skills, including the ability to present to executive audiences.

• Strong relationship-building abilities.

• Excellent organizational and time management skills to prioritize a high-volume, high-touch book of business.

• Detail-oriented, self-motivated, proactive, and consistently follows through on tasks.

• Willingness to attend industry events, trade shows, and association meetings, including evenings and weekends as necessary.

• Industry certifications such as NARPM or CAI are highly preferred.

• A Bachelor's or Master's degree is preferred.

🏝️ Benefits

• Health, dental, and vision insurance.

• Retirement savings plan with company matching contributions.

• Paid time off and holiday benefits.

• Opportunities for professional development.

• Performance-based bonuses depending on the position.

• Certain roles may qualify for additional rewards, including annual bonuses and sales incentives, based on the applicable plan, role, and individual performance.