Customer Success Manager

Job Summary

To support a growing customer base, the full-time remote Customer Success Manager will engage with a shared portfolio of clients, delivering proactive lifecycle touchpoints, guiding product adoption, and ensuring value realization while maintaining rigorous documentation and operational excellence.

Key Responsibilities

• Serve customers across a shared portfolio, delivering proactive lifecycle touchpoints and responding to inbound needs
• Guide customers on best practices and product usage, collaborating with support and product teams to resolve issues
• Detect churn risk early and prepare structured pre-renewal reviews, ensuring clear documentation for handoffs

Required Qualifications

• 2 to 4 years of experience in Customer Success, Account Management, Technical Support, or a similar customer-facing role in B2B SaaS
• Technical aptitude and business acumen, with exposure to networking, DNS, DHCP, or infrastructure
• Experience delivering product demonstrations and managing multiple customer conversations simultaneously
• Familiarity with customer success and CRM tools, such as Totango or Salesforce
• Strong documentation habits and a proactive, customer-focused mindset