Customer Success Manager

What You’ll Do

• Onboard new customers: Lead mid-market customers through a seamless onboarding process, aligning on goals and ensuring strong adoption.
• Monitor health and engagement: Regularly track customer health metrics and proactively address risks to ensure long-term success.
• Build relationships: Maintain regular touchpoints with key stakeholders and decision-makers to strengthen relationships and deliver value.
• Customer education: Conduct virtual training sessions, share best practices, and introduce new features to maximize product utilization.
• Conduct business reviews: Lead quarterly or semi-annual business reviews to recap progress, address challenges, and align on future goals.
• Drive renewal and growth: Partner with the Account Management team to support renewal conversations and identify expansion opportunities.
• Advocate for customers: Serve as the voice of the customer, providing feedback to Product, Sales, and Marketing to improve the overall experience.
• Collaborate cross-functionally: Work with internal teams to resolve issues, implement solutions, and deliver a consistent customer journey.
• Process Creation: Help create and standardize customer success best practices.

What We’re Looking For

• Experience: 3+ years in customer success, account management, or a similar customer-facing role, preferably with mid-market customers.
• Industry knowledge: Background in SaaS or technology, with experience managing customer accounts ranging from $10K-$100K ARR.
• Customer focus: Passion for understanding customer needs and aligning solutions to deliver measurable outcomes.
• Relationship-building: Strong communication and interpersonal skills, with the ability to connect with a wide range of stakeholders.
• Proactive mindset: Self-starter with excellent problem-solving skills and the ability to manage multiple priorities effectively.
• Data-driven: Comfortable using data to track customer health, measure success, and inform decision-making.
• Tools expertise: Experience with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms is a plus.
• Methodologies: Comfort with QBRs/ABRs, health checks, account mapping and other common customer success processes.