Customer Success Manager II

CONTRACT DATASCAN LP•Coppell, TX

12d•Remote

About The Position

The Customer Success Manager II (CSM II) drives customer outcomes across the full customer lifecycle, including onboarding, adoption, retention, renewal, and growth. The role partners closely with Sales, Solutions, Product, Operations, and Support so customers realize value, adopt solutions effectively, and expand their engagement over time. The CSM II independently manages mid-tier or moderately complex accounts, with an emphasis on proactive value delivery, measurable outcomes, direct ownership of renewals, and developing confidence in solution and technical sales engagement. The position is remote and full-time, at 40 hours per week, and is classified as exempt. Remote employees may be required to attend in-person meetings, trainings, or other business-related activities at designated company locations with advance notice. A primary work state must be established, and working remotely from another state requires prior company approval. Work is primarily seated and involves extended periods viewing a computer screen, using a keyboard, and speaking with various individuals. When in the office, the employee may need to walk around and move items, such as when setting up meeting rooms or meals. The role may also involve working with international clients and time zones.

Requirements

Bachelor’s degree or equivalent work experience in business, accounting, information systems, or a related field.
2–4 years of experience in customer engagement, account coordination, sales support, or operations.
Proficiency in Microsoft Excel, Word, PowerPoint, and Copilot.
Experience with disciplined use of CRM systems.
Ability to triage issues, document accurately, and follow established escalation paths.
Ability to work effectively across teams.
Strong communication skills.
Detail-oriented and adaptable.
Ability to prioritize competing demands with increasing confidence.
Ability to work with international clients and time zones.
Ability to perform the role’s responsibilities personally, without subcontracting or delegating work absent prior written authorization.

Nice To Haves

Experience with a SaaS and/or B2B company.

Responsibilities

Own relationships with mid-tier or moderately complex accounts and act as a trusted advisor aligned with customer goals and outcomes.
Proactively plan customer demand and inventory with stakeholders, anticipate order risks, and mitigate them.
Drive product adoption aligned with customer use cases; monitor usage data and take action to improve engagement.
Own end-to-end resolution of escalated issues and partner with Support and Product to prevent recurrence.
Own renewal execution for assigned accounts and develop and execute churn-prevention plans.
Identify, position, and support expansion opportunities in partnership with Sales.
Manage accounts to margin targets and identify cost-to-serve improvement opportunities.
Gather customer insights, advocate for customer needs internally, and identify candidates for references or case studies.
Lead quarterly business reviews (QBRs) and provide actionable performance insights; ensure governance standards are met for assigned accounts.
Influence internal teams to resolve customer-impacting issues and coordinate across functions to deliver outcomes.
Perform additional duties as assigned to support business needs.
Perform assigned duties personally; work may not be subcontracted, delegated, or assigned to a third party without prior written authorization.