Customer Success Manager (Remote)

CINC Systems is a company focused on customer success, and they are seeking a Customer Success Manager to drive customer adoption and retention. The role involves managing customer relationships, guiding them through the lifecycle, and ensuring they achieve measurable outcomes from the company's products and services.

Responsibilities:

• Own renewal readiness for assigned accounts, including risk mitigation and value realization
• Lead value-based renewal conversations in partnership with Sales when applicable
• Provide proactive consulting and understand the customer's business needs
• Identify customer risk signals (usage decline, support trends, NPS, stakeholder changes) and lead structured retention and recovery plans
• Minimize costs by reviewing support cases for trends and developing action plans to address customer needs
• Reduce churn by maintaining high customer satisfaction scores and handling escalations effectively (Follow up is crucial)
• Coordinate with internal resources to assist with escalations, questions, training needs, product requests and potential upsells
• Stay informed about regional regulations and attend relevant conferences and events
• Develop and maintain customer success plans that define desired outcomes, usage goals, and measurable value milestones aligned to renewal success
• Drive measurable and sustained product adoption by monitoring usage trends and identifying gaps
• Monitor customer adoption metrics and usage trends, proactively identifying gaps and executing adoption playbooks to drive consistent and durable usage
• Execute adoption playbooks and intervention plans when usage declines or risk indicators emerge
• Primary owner of customer feedback for development of new or enhanced products and services
• Will gather and present functional product and services requirements
• Will work directly with Product team to prioritize customer requests and escalations
• Partner closely with Product, Support, Sales, and Customer Growth teams to drive customer outcomes
• Plan and lead recurring customer touchpoints including adoption reviews, quarterly business reviews, and executive alignment meetings
• Handle incoming and outgoing customer communications
• Communicating the voice of the customer across all CINC operations
• Raise awareness to customer trends and needs
• Follow up on NPS feedback and establish plans to improve scores
• Primary point of escalation for customers across all CINC products and services
• Identify at-risk customers and develop/execute plans to retain customers
• Answer questions about customer makeup and identify customers who may be affected by changes
• Be the expert on your portfolio of customers internally
• Stay up-to-date on the latest product releases
• Maintain accurate customer data, health indicators, and engagement notes in CRM systems
• Monitor and report on customer adoption, health, renewal risk, and retention progress
• Provide leadership regular updates on assigned customers status

Requirements:

• Bachelor's degree
• At least two years of Customer Success experience
• Individual must be able to work in a highly self-driven manner within a fast-paced, entrepreneurial environment
• Travel included up to 30%
• Experience in community association industry a plus