We are seeking a Customer Success Manager who will be responsible for driving adoption, retention, and growth within a portfolio of customers. This role requires a blend of being a trusted advisor and a project manager, ensuring customers receive value from our product and choose to renew their subscriptions.

The Role

• Manage a portfolio of customer accounts post-sale, focusing on adoption and retention.
• Conduct quarterly business reviews to align product usage with customer business outcomes.
• Promote product adoption through training, onboarding, and continuous enablement.
• Identify opportunities for expansion and collaborate with the sales team to close them.
• Monitor account health metrics and proactively address at-risk accounts.
• Gather customer feedback and convey product insights to internal teams.

Requirements

• Minimum of 3 years of experience in customer success, account management, or consulting.
• Proven track record of driving renewals and expansions in a B2B SaaS environment.
• Strong commercial instincts with the ability to engage in business-outcome discussions.
• Familiarity with customer success platforms (e.g., Gainsight, ChurnZero) and CRM systems.
• Exceptional written and verbal communication skills with executive presence.
• Empathetic approach towards customers with a proactive engagement mindset.

What You'll Bring

• Patience, empathy, and a genuine desire to help others solve problems.
• Clear written communication and a composed demeanor under pressure.
• Strong attention to detail and commitment to follow through on every interaction.
• Ability to work asynchronously across different time zones.

What We Offer

• Fully remote work with flexible hours.
• Performance-based bonus structure.
• Annual learning and development stipend.
• Health and wellness benefits (varies by location).
• Opportunities to work on impactful, high-scale projects.

We encourage applications from all qualified individuals, regardless of race, color, ethnicity, nationality, gender, gender identity or expression, sexual orientation, age, religion, disability, marital status, or any other characteristic protected by applicable law. All hiring decisions are based solely on qualifications, skills, and demonstrated ability.