Customer Success Manager - Remote

Overview

The Customer Success Manager (CSM) serves as a trusted advisor and advocate for our clients, ensuring they achieve their goals with our solutions. As a key point of contact for assigned accounts, the CSM focuses on fostering strong client relationships, driving product adoption, and delivering measurable value. You will collaborate with cross-functional teams to address client needs, resolve issues, and identify opportunities for growth, ensuring long-term satisfaction and retention.

In Short

• Monitor account health and proactively engage with customers showing signs of risk.
• Conduct regular outreach through email, calls, and webinars to ensure ongoing engagement.
• Develop and execute standardized health check-ins and intervention strategies.
• Track and report on customer sentiment using NPS, CSAT, and other feedback tools.
• Own the renewal process by identifying risks early and taking corrective actions.
• Work cross-functionally with Sales and Account Management to secure renewals.
• Analyze churn data and develop insights to improve retention strategies.
• Educate customers on core weavix features to maximize adoption.
• Conduct scalable training sessions, webinars, and resource sharing.
• Identify up-sell and cross-sell opportunities and pass them to Sales for follow-up.

Requirements

• 2+ years of Customer Success, Account Management, or related experience in a B2B SaaS environment.
• Strong relationship management and communication skills to engage customers effectively.
• Experience managing a high volume of accounts while maintaining personalized engagement.
• Proven track record of driving renewals and reducing churn through proactive outreach.
• Ability to analyze customer health data and take action to improve retention.
• Familiarity with CS tools & CRM platforms (e.g., Gainsight, ChurnZero, Salesforce, or similar).
• Ability to conduct training sessions, webinars, and automated engagement campaigns.
• Strong time management and prioritization skills to balance multiple customers effectively.

Benefits

• Competitive Compensation
• Employee Equity Stock Program
• Competitive Benefits Package including Medical, Dental, Vision, Life, and Disability Insurance
• 401(k) Retirement Plan + Company Match
• Flexible Spending & Health Savings Accounts
• Paid Holidays
• Flexible Time Off
• Employee Assistance Program (EAP)
• Other exciting company benefits