Customer Success Manager – II

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

📋 Description

• Develop and implement strategic account plans that convert customer goals and business objectives into actionable initiatives, driving measurable value.

• Establish trusted, long-lasting relationships with key stakeholders, including senior executives, to promote adoption, expansion, and alignment for multi-year partnerships.

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

• Analyze customer data, usage trends, and performance benchmarks to reveal insights, risks, and opportunities.

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

• Lead renewal forecasting, risk management, and commercial discussions to achieve and surpass quarterly revenue objectives.

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

• Work alongside Sales, Product, Marketing, and Customer Support to guarantee seamless customer experiences and advocate for customer needs.

• Handle escalations to ensure prompt resolution and clear communication among stakeholders.

• Keep precise account information, forecasts, and activity logs in Salesforce.

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

• 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 similar revenue-generating, customer-facing positions, preferably in a SaaS setting.

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

• Proficient in Salesforce or comparable CRM platforms.

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

• Experience managing a portfolio of around 40 enterprise-level B2B accounts with complex organizational frameworks.

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

• Demonstrated success in executing long-term strategic account plans that include stakeholder mapping, success planning, and roadmap alignment.

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

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

• Over 5 years of experience in a SaaS environment with knowledge of subscription economics, customer lifecycle, and value realization.

• Ability to interpret technical, operational, and business concepts based on customer needs and product usage.

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

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

• More than 5 years of experience collaborating with Sales, Product, Marketing, and Customer Support.

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

• Experience in providing customer insights to internal teams for product development and go-to-market strategies.

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

• Comfortable utilizing Salesforce and customer success platforms for managing workflows, forecasting renewals, and tracking account health.

• Excellent written, verbal, and interpersonal communication abilities, including presenting to executive audiences.

• Strong relationship-building capabilities.

• Strong organizational and time-management skills for prioritizing a high-volume, high-touch book of business.

• Detail-oriented, self-motivated, proactive, and consistent in follow-through.

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

• Ability to operate a personal computer and communicate orally.

• May need to lift or move objects weighing over 10 pounds.

🏝️ Benefits

• Health, dental, and vision insurance.

• Retirement savings plan with a company match.

• Paid time off and holidays.

• Opportunities for professional development.

• Performance-based bonuses.

• Annual bonuses and sales incentives may be available based on the applicable plan, role, and individual performance.