Customer Success Manager - Remote

Overview

The Customer Success team is primarily responsible for facilitating strong and value-oriented customer relationships, driving customer growth through expansion and upsells and for customer retention.

In Short

• Build and maintain strong relationships with assigned customers through regular check-ins.
• Proactively identify and address potential risks that may lead to churn.
• Monitor customer health scores and take action based on data-driven insights.
• Implement feedback loops with customers to continuously improve product value.
• Identify and nurture upsell and cross-sell opportunities within the customer base.
• Conduct quarterly business reviews (QBRs) with customers to assess satisfaction.
• Proactively manage the renewal process and ensure timely contract renewals.
• Collaborate with internal teams on renewal pricing and upsell opportunities.
• Drive the adoption of new product features to enhance customer outcomes.
• Develop customer success plans outlining key metrics and success criteria.

Requirements

• 4 year college degree.
• 3+ years of experience as a Customer Success Manager at a B2B SaaS company.
• Experience reporting CSM metrics and working with CSM KPIs.
• Excellent communication skills, including issue tracking and crisis management.
• Ability to manage multiple projects in a fast-paced environment.
• Familiarity with sales processes and upselling.
• Strong analytical and critical thinking skills.
• Proficient in Hubspot, Google Suite, and Microsoft Office.
• Some travel may be required.
• Highly organized and efficient in managing tasks.

Benefits

• $100K-$150K base + 15% on target bonus.
• Competitive equity.
• Great health, dental, and vision insurance.
• 401k program with employer match.
• Paid time off policy.
• Stipend for home office setup.