Manage the accounts of both new and existing customers
Ensure customers have the assistance, resources, and insights needed to maximize their experience with Balto
Build strong relationships with channel customers and key stakeholders
Lead ongoing customer communications, including check-ins, business reviews, and renewal conversations
Develop a clear understanding of each customer’s goals, needs, and success metrics
Support new and existing channel customers with resources, guidance, and best practices
Identify opportunities to increase product adoption and usage across customer teams
Own the contract renewal process for your portfolio
Identify and pursue opportunities to expand accounts through additional licenses and product add-ons
Proactively identify customer risks, roadblocks, and adoption challenges

3+ years of experience in Customer Success, Account Management, or a related customer-facing role
Experience managing SMB or mid-market customer relationships
Strong written and verbal communication skills
Strategic and detail-oriented thinking style
Strong organization and time management skills
Ability to analyze customer usage data and identify trends
Experience with change management and adoption initiatives
Working knowledge of Excel and comfort with basic data analysis
Empathetic, customer-first mindset with a passion for delivering value

Fully remote team — work from anywhere in the US
Mission-driven culture with smart, supportive, and AI-obsessed teammates
Career growth — this role is built for someone who wants to shape a function and make an impact fast
Great benefits: healthcare, 401(k), unlimited PTO, learning stipends, and more

Customer Success Manager – Channel

Key skills