Customer Success Manager – West Coast

This is a fully remote position, open to applicants in Arizona, +5 more states.

📋 Description

• Act as a reliable and valued advisor to clients, developing customized account strategies.

• Manage the overall success of government client accounts, focusing on adoption, retention, and growth.

• Take the initiative in managing renewals and negotiating expansion opportunities that align with annual retention and growth objectives.

• Collaborate with clients during the adoption phase and deliver ongoing, targeted training.

• Convert technical concepts and product updates into understandable, practical benefits for various audiences.

• Track and report KPIs, such as churn reduction, expansion revenue, and customer satisfaction (CSAT).

• Build and maintain relationships with key decision-makers and influencers.

• Represent the customer internally and work closely with Product, Sales, and Support teams.

• Participate in customer visits and conferences as needed for the territory, typically 3–5 visits per quarter (15–20% annually).

⛳️ Requirements

• Over 4 years of experience in Customer Success, preferably in a rapidly growing SaaS startup.

• Demonstrated ability to manage complex accounts, drive renewals, and uncover cross-sell opportunities.

• Strong emphasis on achieving customer outcomes and fostering long-term partnerships.

• Proficient in navigating multiple stakeholders and working collaboratively across functions.

• Capability to mitigate risks and resolve issues before they escalate.

• Willingness to learn and support a variety of products.

• Expertise in translating technical information into customer-friendly language.

• Excellent strategic written and verbal communication skills.

• Outstanding organizational and prioritization abilities to handle multiple clients and incoming requests.

• Familiarity with Salesforce, Fathom, Hex, Google Suite, Slack, HubSpot, and Claude.

• Candidates should be located in the western United States, including areas like California, Oregon, Washington, Arizona, Colorado, or Utah.

🏝️ Benefits

• Competitive salary and stock equity program.

• Comprehensive benefits package, including medical, dental, vision, and life insurance.

• Company-sponsored pre-tax retirement savings plan (401k).

• Flexible work environment that accommodates remote work.

• Flexible Paid Time Off (PTO).

• Parental Leave.

• Home office stipend.