Customer Success Manager

Job Summary

Seeking a proactive Customer Success Manager to manage a large portfolio of small and medium-sized business accounts in a fully remote, full-time capacity, focusing on enhancing automated customer journeys, resolving escalations, and collaborating with cross-functional teams to ensure client satisfaction and retention.

Key Responsibilities

• Manage and improve the customer journey for onboarding, support, renewal, and expansion
• Handle escalations and resolve issues using strong judgment and interpersonal skills
• Track customer health and engagement data to identify areas needing personal attention

Required Qualifications

• At least 5 years in a customer-facing role within a B2B SaaS environment
• Experience using technology and automation to manage a large book of business
• Strong people skills with a proven ability to handle customer escalations effectively
• Analytical skills to interpret usage data and health metrics
• Bachelor's degree or equivalent practical experience