Customer Success Manager - Commercial
About The Position
As a Customer Success Manager of our Commercial business, you will own a portfolio of smaller, but strategically important accounts. You’ll be the primary driver of adoption, growth, and customer outcomes. This role is ideal for someone who loves autonomy, solving problems, and moving fast. This is not a reactive support role. We’re looking for someone who can spot issues before they become problems, dig into data to validate customer sentiment, drive adoption and usage across accounts, and identify opportunities for expansion and cross-sell. If you need the perfect playbook to act, this role is not for you.
Requirements
- 3+ years in a customer-facing role at a technology company
- Experience owning your own book of business, ideally in Commercial or startup environments
- Track record of solving problems independently and driving results
- Strong communication skills-clear, confident, and persuasive
- Highly organized with strong attention to detail
- Comfortable working with ambiguity and defining your own processes
- Self-starter who thrives in a fast-moving, scrappy environment
- Experience with tools like Zendesk, Jira, or analytics platforms
- Previous experience in SaaS
- Knowledge and work history within the manufacturing or industrial markets
- Given the industries we serve, this position must meet Export Control compliance requirements, therefore a “US Person” as defined by 22 C.F.R. § 120.15 is required. “US Person” includes a US Citizen, lawful permanent resident, refugee, or asylee.
Responsibilities
- Own and grow a book of Commercial accounts end-to-end
- Monitor account health and usage metrics, taking proactive action
- Identify churn risks early and implement mitigation plans
- Conduct training and adoption sessions
- Partner with Sales, Implementation, and Product to solve customer problems
- Maintain accurate documentation, notes, and account visibility
- Identify and drive opportunities for upsell or expansion
- Accountable for renewal outcomes by maximizing customer value realization, engagement, and long term growth
- Serve as a trusted advisor for your Commercial clients
Benefits
- Competitive base salary & benefits
- Fully remote work environment
- Home office stipend
- Learning & Development program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
1-10 employees
