Manage the customer journey for 1-to-many book of business, ensuring each customer receives an exceptional experience aligned with their desired outcomes.
Drive customer lifetime value (LTV), net dollar retention (NDR), and satisfaction (NPS) through increased product adoption and engagement.
Build and maintain strong customer relationships through proactive account management and outcome-focused strategies.
Identify and recommend upsell and cross-sell opportunities that align with customer goals and enhance their overall experience.
Serve as the voice of the customer, providing strategic insights to leadership and helping guide improvements that elevate the customer experience.
Mitigate churn by addressing risks, resolving challenges, and cultivating long-term customer health and loyalty.
Contribute to a culture that inspires the organization to keep our customers at the center of everything we do.

2+ years of experience in Customer Success Management, ideally within a SaaS or technology-driven environment.
Proven success managing a high-volume, one-to-many customer portfolio, with a focus on retention, renewals, and customer satisfaction at scale.
Experience supporting and growing SMB customers, with a strong understanding of their goals, challenges, and buying behavior.
Skilled in relationship management and conflict resolution, with the ability to de-escalate complex situations while maintaining trust and professionalism.
Strong empathy, active listening, and communication skills; calm, resourceful, and confident under pressure.
Ability to travel within the US and Canada as needed (approximately 10% annually).

Base Salary ($70,000
$78,000) + Variable Compensation (20%)
New hire stock grant
100% employer paid medical, dental, and vision insurance for you and your dependents
401K plan with company contribution
Generous PTO and Parental Leave policies

Customer Success Manager

Key skills