Lead Customer Success Manager

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

📋 Description

• Develop and implement strategic success plans that include clear business goals and ROI metrics.

• Take ownership of the customer lifecycle—from onboarding through adoption, renewals, and growth.

• Pinpoint key adoption milestones and guarantee a smooth integration into customer workflows. Utilize data-driven insights to align Backstory's solutions with business objectives.

• Collaborate with Sales, Services, Product, and Marketing teams to facilitate cross-functional adoption.

• Identify and nurture new champions within major accounts to enhance Backstory's impact.

• Work alongside Sales and Revenue Operations teams to promote renewals and strategize for customer growth.

• Partner closely with Sales, Product, and Engineering to ensure continuous value delivery.

• Represent customers by offering product feedback and insights to shape the roadmap.

• Contribute to Backstory's customer marketing initiatives by providing case studies and references.

⛳️ Requirements

• 7-10+ years of experience in Customer Success, Account Management, or Consulting within a SaaS company, agency, or consulting firm (e.g., Deloitte, Accenture, PwC).

• Proven experience managing enterprise customers with $5M+ ARR, high complexity, and multiple stakeholders.

• In-depth understanding of Sales, Marketing, and Revenue Operations workflows.

• Strong background in customer engagement, renewals, and expansion planning.

• Proficiency with Salesforce, AI-driven sales tools, and data analytics is advantageous.

• Willingness to travel 15% for customer meetings, Executive Business Reviews (EBRs), and success milestones.

• Experience as a strategic advisor and analytical storyteller, capable of transforming data into compelling business insights and steering executive discussions.

• A consultative approach, with a deep understanding of sales, marketing, and revenue operations to align solutions with business objectives.

• Demonstrated ability to manage multiple complex accounts, prioritize efficiently, and create measurable impact.

• Capacity to foresee challenges, proactively address risks, and adjust strategies as necessary.

🏝️ Benefits

• Regular employees may qualify for commissions or bonus programs (targets included in OTE).

• Equity opportunities.

• Comprehensive benefits package.