Customer Success Manager

ActivTrak is seeking a Customer Success Manager (CSM) to manage an enterprise book of business. In this role, you'll build strong customer relationships, drive successful outcomes, and ensure satisfaction and retention through 1:1 customer success methodologies.

Responsibilities:

• Develop deep product knowledge to map features to business outcomes and communicate roadmap insights
• Apply industry expertise to address customer challenges and position solutions against competitive offerings
• Analyze product usage data to identify patterns, calculate ROI, and quantify multiple value streams
• Manage technical integration understanding and basic troubleshooting
• Create and maintain detailed customer-facing documentation and resources
• Lead renewal conversations and secure commitments, identifying upsell triggers and expansion opportunities
• Create commercial solutions tailored to evolving customer needs
• Build multi-threaded customer relationships to penetrate accounts strategically and develop new use cases over time
• Collaborate with sales on handoffs and joint strategies for account growth
• Manage a portfolio of customers throughout their journey, understanding their unique needs and tailoring interactions to align customer goals with company objectives
• Implement scalable customer success workflows and operational excellence
• Proactively monitor customer health metrics to identify and mitigate risks
• Conduct strategic business reviews and success planning sessions
• Build success plans that ensure customers fully realize the value of the partnership
• Advocate for customers by providing product feedback to internal teams
• Build trust with key stakeholders through executive-level interactions
• Communicate clearly and concisely in both written and verbal formats, managing conflict resolution and navigating difficult conversations effectively
• Demonstrate critical thinking and develop creative solutions
• Guide customers through organizational change and address resistance
• Make autonomous decisions while knowing when to escalate appropriately
• Build strong working relationships with Product, Marketing, Support, and Sales teams to align customer success initiatives with broader company goals
• Actively share customer feedback and insights with relevant teams to inform product development and marketing strategies
• Identify operational friction in day-to-day work and propose practical improvements with supporting context
• Participate in team pilots, process updates, or change initiatives, providing thoughtful feedback based on direct customer impact
• Create reusable frameworks, templates, and playbooks that benefit the broader team

Requirements:

• 3+ years of experience in Customer Success or related roles with mid-market or enterprise customers
• Proven ability to manage numerous accounts using CS tools and methodologies
• Track record of driving retention, upsells, and renewals within a scalable model
• Strong data analysis skills to optimize account performance and inform decision-making
• Excellent cross-functional collaboration abilities
• Experience with conflict resolution and crisis management
• Exceptional presentation skills and data storytelling abilities
• Strong time management and prioritization skills
• Demonstrated ability to align customer needs with product features and company goals
• Self-directed work style with good judgment about when to escalate issues