Key skills
Customer Success ManagementAccount ManagementSales in SaaS environmentRevenue Target ManagementExecutive Business Reviews (EBR)Product TrainingCRM Tools AsanaCRM Tools HubSpotHR TechnologySubscription-based Contract NegotiationSaaSCRMCommunicationNegotiationCustomer SuccessSales
About this role
Quantum Workplace helps leaders build thriving teams through a connected talent platform. They are seeking a Customer Success Manager to own and grow customer relationships, focusing on retention and expansion while ensuring customers achieve measurable results from the platform.
Responsibilities:
- Own the full customer relationship - retention, renewal, and expansion across your book of business
- Carry and hit renewal and expansion revenue quotas tied to your accounts
- Lead Executive Business Reviews that show customers their ROI, surface recommendations, and open the door for deeper partnership
- Become the product expert your customers rely on - map Quantum Workplace's platform to their specific business challenges
- Deliver ongoing value by sharing product updates, industry insights, and best-practice use cases that move the needle
- Conduct product training sessions and demo additional tools when expansion opportunities arise
- Advocate internally for your customers - funnel feedback to Product, Sales, and Marketing to improve the experience
- Identify and cultivate customer champions for referrals, references, reviews, and case studies
- Contribute to the CS team's playbooks and processes - this team builds together
Requirements:
- Proven track record in customer success, account management, or sales in a SaaS environment - OR HR experience with a genuine desire to pivot into CS
- Comfort owning revenue targets and having commercial conversations (renewals, upsells, pricing discussions)
- Strong communication skills - you can run an EBR with a CHRO and troubleshoot a workflow with an HR coordinator in the same afternoon
- Ability to translate technical product functionality into business outcomes customers care about
- Self-starter energy - you manage your own book, prioritize proactively, and don't wait to be told what's next
- Detail orientation that keeps nothing from falling through the cracks across a multi-account portfolio
- Experience with Asana, HubSpot, or similar CS/CRM tools
- Background in HR technology or familiarity with employee engagement, performance management, or talent workflows
- Experience running QBRs or EBRs with director-level and above stakeholders
- Exposure to subscription-based contract negotiation