Customer Success Manager

Savance is a fast-paced software development company located in Commerce, MI, seeking a Customer Success Manager to oversee post-sale customer relationships. The role focuses on renewals, account expansion, and long-term retention while shaping the Customer Success operations within the company.

Responsibilities:

• Own the full customer lifecycle post-sale, including onboarding support, account development, renewal strategy, and expansion planning
• Serve as the primary point of accountability for customer outcomes and revenue retention
• Own the end-to-end renewal process, including early risk identification, value reinforcement, executive alignment, pricing discussions, and on-time renewal execution
• Proactively mitigate churn by identifying adoption gaps and customer risks well in advance
• Proactively identify, position, and drive upsell and expansion opportunities by uncovering new use cases, additional departments, and evolving customer needs
• Lead value-based conversations that tie Savance Workplace solutions to measurable business outcomes
• Partner with Sales as needed while maintaining ownership of overall account growth strategy
• Understand customer pain points across multiple departments and map Savance Workplace solutions to real business outcomes
• Ensure customers are fully adopting and realizing value from the platform through usage analysis, strategic touch points, and ongoing engagement
• Build and maintain strong relationships with key stakeholders, decision-makers, and executive sponsors
• Conduct regular account reviews, success planning, and performance/usage reporting
• Act as the internal voice of the customer, advocating for product, process, and prioritization improvements
• Accurately forecast renewals and expansion opportunities within HubSpot
• Own and consistently meet or exceed renewal and expansion revenue targets
• Use customer health, usage data, and engagement metrics to guide retention and growth strategies
• Help define and refine Customer Success processes, playbooks, and best practices
• Collaborate closely with Sales, Support, and Leadership as Savance builds out its Customer Success function
• Contribute to the long-term vision of scaling the Customer Success department within the Sales organization

Requirements:

• 4+ years of experience in Customer Success, Account Management, or a revenue-adjacent client-facing role
• Proven success owning renewals, upsells, and customer retention in a SaaS environment
• Experience managing a large and diverse portfolio of customers
• Comfort leading executive-level conversations around value, ROI, renewals, and expansion
• Strong commercial instincts with the ability to balance customer advocacy and revenue responsibility
• Experience working with complex, configurable, or technical software solutions
• Exceptional written, verbal, and presentation skills
• Strong organizational and analytical skills with consistent follow-through
• Experience working cross-functionally with Sales, Engineering, and Support
• Hands-on experience with CRM tools, with HubSpot experience strongly preferred, as well as familiarity with Asana, G-Suite, and Microsoft Office
• Ability to work independently with minimal supervision in a fast-paced, evolving environment
• Experience working with channel partners, integrators, or resellers
• Prior experience in the security or workplace technology industry
• Experience onboarding and training customers on highly configurable SaaS platforms