As a Customer Success Manager, you will serve as the main point of contact for a dedicated group of approximately 100 customer accounts. Your role is to build lasting relationships with key stakeholders, understand their business goals, and ensure they achieve maximum value from the platform through strategic guidance and ongoing support.
What You'll Do
- Serve as the primary liaison between customers and internal teams, maintaining consistent communication to support account health and satisfaction
- Proactively identify roadblocks and usage gaps by analyzing engagement data, then develop targeted outreach strategies to improve adoption
- Create and present clear value plans that demonstrate measurable ROI, aligning platform capabilities with customer objectives
- Lead renewal discussions for core and premium products, supporting retention and expansion opportunities
- Manage escalations with a solutions-focused approach, turning challenges into opportunities for deeper trust
- Deliver training and best practice guidance to help customers use the platform more effectively
- Encourage participation in user communities, webinars, and advocacy programs to strengthen engagement
- Collect and share customer feedback with product and development teams to influence future enhancements
Requirements
- Minimum of two years in customer-facing roles such as account management, customer success, or sales
- Strong ability to communicate clearly and confidently, both in writing and over the phone
- Skilled at managing multiple priorities with precision and attention to detail
- Demonstrated success in de-escalating complex situations and driving resolution
- Comfortable re-engaging customers to reinforce product value and drive adoption
- Empathetic, service-oriented mindset with a focus on long-term outcomes
- Self-driven and capable of working independently in a remote environment
- Experience with Salesforce, Gainsight, or Tableau is a plus
- Familiarity with the platform’s workflows and best practices is highly beneficial
- Availability to work during specified hours aligned with Pacific and Mountain time zones
Benefits
- Flexible time off policy
- Comprehensive onboarding and ongoing learning programs
- Leadership development opportunities at all levels
- Peer recognition through Bonusly and award programs
- Medical, dental, and vision coverage effective from day one, including dependents
- Insurance benefits extended to parents and siblings
- Wellness allowance and on-site massage
- Generous parental leave and support programs
- Financial planning resources
- Employee Assistance Program for personal and professional support
- Recognition of autonomous work and individual contributions
