Customer Success Manager

Role Overview

• Manage a portfolio of assigned customers, serving as their primary point of contact and advocate.
• Build and maintain strong, long-lasting relationships with key stakeholders across customer organizations.
• Partner with Professional Services to onboard new customers and foster a smooth transition to ensure long-term success.
• Collaborate with customers to create and execute shared success plans, aligning with their business goals to drive continuous value.
• Proactively monitor customer health and leverage the CSP system to stay data-driven in our approach, utilizing playbooks to address potential risks, track customer interactions, and ensure timely follow-up.
• Partner with internal teams, including Support and Product, to resolve customer challenges and ensure their needs are met.
• Conduct regular touch points and business reviews to assess progress, discuss goals, and uncover opportunities for improvement.
• Provide ongoing support and guidance to customers on product features, best practices, and strategies for maximizing value.
• Identify upsell, cross-sell and expansion opportunities within existing accounts, fostering stronger relationships and driving additional value.
• Create customer advocates through case studies, references, and testimonials, while ensuring timely renewals and long-term customer retention.
• Contribute to the development and refinement of customer success best practices and processes to enhance team performance

Requirements

• 3+ years of experience in a customer success or client-facing role.
• Strong understanding of customer success metrics and methodologies.
• Experience with customer relationship management (CRM) tools.
• Excellent communication and interpersonal skills.
• Ability to work independently and manage multiple accounts effectively.
• Proficient in data analysis and interpreting customer health metrics.
• Passion for helping customers achieve their goals and driving product adoption.
• Must be legally authorized to work in the US without sponsorship.

Benefits

• Awarded one of BuiltIn's 2025 Best Places to Work and honored as a Silver Stevie® Award Winner in the 2025 Stevie Awards For Great Employers.
• Professional development allowance to help you grow in the ways that mean the most to you.
• Flexibility for balancing work with the rest of life and ample PTO, including paid time off for volunteering, your birthday, and becoming a new parent.
• 401K with company matching, as well as financial planning education and resources.
• Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents.
• Lifestyle Spending Account (LSA): We support personal well-being by offering an annual lifestyle spending account that you can use for what matters most to you—whether it’s a gym membership, a meditation app, WFH equipment, or fresh produce delivered to your door.
• Your health is our top priority! We cover 100% of your health insurance premiums. Our plans include national and international coverage, so you're protected no matter where you are.
• Propelus Flex Club: Our flexible benefits platform gives you monthly points to redeem on what you need most. Plus, you'll get access to exclusive discounts just for being part of our team.
• We've got you covered with a life insurance policy, paid 100% by the company. You can also add your beneficiaries at an exclusive, discounted rate.