Customer Success Manager

Position Overview

We’re looking for a proactive Customer Success Manager to own post-sale relationships, drive product adoption, and ensure customers achieve their desired outcomes. You’ll act as the strategic partner for our clients—guiding them through best practices, monitoring health metrics, and orchestrating renewals and expansions.

Key Responsibilities

Onboarding & Adoption
- Partner with customers to build success plans, set goals, and define KPIs
- Lead regular check-ins (calls, emails, business reviews) to ensure value realization
Account Health & Retention
- Monitor customer health scores, usage metrics, and sentiment to identify risk and growth opportunities
- Proactively engage at-risk accounts with tailored outreach and escalation plans
Renewals & Expansion
- Drive contract renewals by demonstrating ROI and negotiating terms
- Identify upsell or cross-sell opportunities; collaborate with Sales to close expansion deals
Advocacy & Feedback Loop
- Cultivate customer champions and case studies to amplify success stories
- Gather product feedback and feature requests; partner with Product and Engineering to prioritize enhancements
Cross-Functional Collaboration
- Work closely with Support, Onboarding, and Marketing teams to streamline the customer journey
- Educate internal stakeholders on customer needs, market trends, and competitive insights

Qualifications

Education & Experience
- Bachelor’s degree in Business, Communications, or related field (or equivalent experience)
- 3+ years in Customer Success, Account Management, or Customer Relationship roles—preferably in SaaS
Core Skills
- Strong relationship-building and influencing abilities
- Data-driven: comfortable with health scoring, usage analytics, and churn/retention metrics
- Excellent verbal and written communication, with experience delivering executive business reviews
Technical Proficiency
- Familiarity with CS tools and CRMs (e.g., Gainsight, ChurnZero, Salesforce)
- Ability to interpret product usage dashboards and guide customers on best practices
Desired Attributes
- Empathetic and solutions-oriented, with a genuine passion for customer success
- Highly organized, able to manage a book of business and multiple priorities
- Strategic thinker who can translate customer needs into actionable plans

What We Offer

Competitive salary and performance bonus
Flexible work arrangements and generous PTO
Professional development budget and mentorship opportunities
Health, dental, and vision benefits

If you thrive on building lasting relationships, driving customer outcomes, and contributing to company growth, we’d love to welcome you aboard!

What GoCSM Helps You Do

See What’s Working. Fix What’s Not.

Help Customers When They Need It

Show Off What They’re Missing

Protect Your Revenue

Visualize Retention Over Time

Filter & Prioritize Accounts

Customer Success Manager

Position Overview

Key Responsibilities

Qualifications

What We Offer

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