Customer Success Manager

Job Summary

Managing a portfolio of mid-market accounts, the full-time remote Customer Success Manager will drive customer adoption, provide expert guidance, and monitor customer health to ensure clients achieve their desired business outcomes.

Key responsibilities

• Execute customer success playbooks and conduct regular check-ins to guide customers through onboarding and adoption of key features
• Serve as a trusted advisor, offering functional guidance and troubleshooting common user issues to enhance the customer experience
• Monitor customer health indicators, proactively identify churn risks, and collaborate with internal teams to address potential issues

Required qualifications

• At least 3 years of experience in a customer-facing role in a SaaS environment
• Strong customer-centric mindset with proven ability to build lasting relationships
• Technical aptitude to understand and provide guidance on complex software platforms
• Proactive attitude with the ability to identify and address risks before they escalate
• Excellent verbal and written communication skills for managing customer escalations