Customer Success Manager

Bonusly is a company that helps teams improve engagement through meaningful employee recognition. As a Customer Success Manager, you will own the growth, retention, and overall success of a portfolio of customers, ensuring they realize the full value of the Bonusly platform while managing their entire lifecycle.

Responsibilities:

• Manage a portfolio of ~250 customers in the SMB space throughout the life cycle, owning their ultimate success by ensuring they realize the full value of the Bonusly platform
• Own Growth and Retention: Take the reins on critical customer success metrics, including renewal, expansion, and upsell
• Ensure Successful Launches: Project manage customer launches and consult on best practices for effective user adoption
• Grow Adoption: influence customers to effectively utilize Bonusly and expand their usage. Driving Adoption requires active planning and expertise with organizational change
• Develop Scaled Engagement Strategies: Look beyond 1:1 interactions to design and/or support one-to-many engagement initiatives. You will build new strategies that maximize adoption, product education, and ongoing value across our broader customer base
• Be the Voice of the Customer: Act as an internal champion for our users while balancing Bonusly’s business goals. You will synthesize customer feedback, pain points, and success stories, sharing these insights cross-functionally to directly influence our product roadmap and company strategies
• Support various Customer Success projects as needed

Requirements:

• Have a strong drive to understand clients' business goals, anticipate future needs, and work relentlessly to help your clients achieve success
• Have a retention mindset with a track record of handling renewals and upselling
• Excel at identifying problems, discovering root causes, and working quickly to find long-term solutions
• Are a wiz at looking for patterns in customer communications and experiences to create actionable feedback for the company
• Are well-organized and detail-oriented, with a keen understanding of project management
• Adept with standard business tools and practices, and able to learn new ones quickly
• Thrive working autonomously and as part of a team
• Have 2+ years of experience as a CSM handling a large volume of accounts
• Are familiar with Claude, Gemini, ChatGPT, ChurnZero, Hubspot, and/or other SaaS tools
• Have experience in HR or related fields