Customer Success Manager

Aligned is a buyer enablement platform that helps modern B2B revenue teams close deals faster by addressing buying complexity. As a Customer Success Manager, you will manage a portfolio of SMB and mid-market customers, focusing on driving customer satisfaction and platform adoption while building strong relationships to maximize value for customers.

Responsibilities:

• Act as a consultant as you guide new customers through setup and best practices, demonstrating the value of Aligned's platform to both daily users and management across different teams, ensuring a smooth and impactful onboarding experience
• Customize and implement templates in Aligned that map to our customers' unique sales processes and workflows
• Serve as the primary contact, ensuring satisfaction, adoption, renewals, and upsells. Effectively manage a book of business by prioritizing tasks and maintaining strong attention to detail across all customer interactions
• Conduct regular business reviews to align customer goals and showcase value. You'll use Aligned's own platform to drive engagement, alignment, and deal momentum with your customers, practicing what we preach
• Increase retention and grow accounts through strategic upsells (together with AEs) and deepening relationships across departments
• Proactively monitor customer health and use a data-driven approach to identify opportunities to drive engagement, mitigate churn risks, and enable account expansion
• Demonstrate Aligned's ROI to ensure product stickiness and drive renewals
• Work with sales, product, and support teams to meet customer needs and improve the product

Requirements:

• 2+ years of experience in customer success, support, or account management, ideally in a SaaS or B2B environment
• Experience working directly with business users and navigating multi-stakeholder relationships
• Demonstrated ability to manage multiple accounts simultaneously with strong organizational skills and attention to detail
• Strong written and verbal communication skills; experience with CRM tools (HubSpot, Salesforce, Gainsight, etc.) a plus
• Self-motivated, coachable, and able to thrive in a fast-paced startup environment
• Must be available to work US business hours
• Exposure to sales tech or a strong interest in the sales process