Customer Success Manager

Aspire, a leading SaaS provider for the landscaping and commercial cleaning industries, is seeking a Client Success Manager. In this role, you will manage a high-volume portfolio of corporate clients, driving adoption, retention, and expansion while building strong relationships and ensuring client satisfaction.

Responsibilities:

• Serve as the primary point of contact for approximately 100 Corporate segment clients
• Manage your book proactively, using health scores, engagement signals, and account data to prioritize your time and outreach rather than defaulting to whoever is loudest
• Build multi-threaded relationships across your portfolio, connecting consistently with both day-to-day users and decision-makers
• Establish mutual success plans that define success in the client's own terms (time saved, money saved, workflow improvements) and check in against those milestones regularly
• Establish a value baseline early in each client relationship, document where they start, and track progress over time
• Develop the habit of connecting every meaningful interaction back to a core value driver
• Support and contribute to the renewal motion by keeping value documentation current and building a clear, defensible value narrative for each account
• Drive adoption of Aspire's core product modules and guide clients toward usage depth that maps to their specific workflows and outcomes
• Translate platform capabilities into client-specific value, not abstract feature descriptions
• Stay current on product updates and complete certifications proactively
• Monitor account health and escalate risk signals early
• Use established playbooks to create action plans for at-risk accounts
• Come to your manager with context and a proposed path forward, not just the problem
• Identify natural expansion signals within your book and surface them to your manager with a point of view
• Support the commercial motion by flagging opportunities for additional services and contributing to CSQL pipeline
• Partner closely with Sales, Implementation, Product, and Support to ensure clients are well-served across their lifecycle
• Surface client feedback in a timely, specific, and constructive way
• Participate in business reviews and represent the voice of the client internally
• Maintain accurate, up-to-date records in Salesforce
• Use data to inform your outreach strategy, track success metrics, and document risk and opportunity across your portfolio

Requirements:

• 2–4 years of experience in customer success, account management, or a related client-facing role, preferably in B2B SaaS or landscaping
• A customer value and business outcome-driven mindset: you think in terms of ROI, not just activity
• Strong written and verbal communication skills, with the ability to adapt your style to different audiences (field operators, business owners, executives)
• Demonstrated ability to manage a high-volume book of business with structure and attention to detail
• Comfort working in a fast-paced environment where you'll need to triage proactively and operate with a high degree of autonomy
• A solutions-first attitude: you bring proposed paths forward, not just problems
• Proficiency in CRM tools, preferably Salesforce
• Experience with Gainsight or similar CS platforms is a plus
• Experience owning commercial renewal cycles, including renewal conversations, risk identification, and negotiation in partnership with sales, is a plus
• Familiarity with field service management, landscaping, or commercial cleaning industries
• Experience with Aspire or similar vertical SaaS platforms
• Background in data or business performance analytics
• Sales experience or demonstrated commercial instincts