Customer Success Manager

Supio•Seattle, WA

129d•$120,000 - $150,000

About The Position

We are seeking a dedicated Customer Success Manager to serve as the primary point of contact for our clients, ensuring they achieve maximum value from our products and services. This role combines relationship management, customer education and enablement, and problem-solving to drive customer satisfaction, retention, and growth. The ideal candidate will embody our core values by obsessing over customer transformation, acting with urgency, learning with passion, and leading with AI.

Requirements

Bachelor's degree in Business, Marketing, Communications, or related field, or equivalent experience
3-5+ years of experience in customer success, account management, or client-facing roles
Excellent communication and presentation skills, both written and verbal
Strong analytical and problem-solving abilities
Experience with CRM platforms and customer success tools
Proven track record of meeting retention and growth targets
Exceptional interpersonal and relationship-building skills with a passion for customer transformation
Strategic thinking with attention to detail and ability to act with urgency
Ability to manage multiple accounts and priorities simultaneously while maintaining quality
Collaborative mindset with strong cross-functional communication
Results-oriented with a customer-first approach and commitment to continuous learning
Adaptability and resilience in a fast-paced, AI-driven environment
Comfort with leveraging AI tools and data-driven insights to enhance customer success

Nice To Haves

Experience in SaaS or technology industry
Experience in growth-stage start-ups
Project management certification or experience
Previous consultative selling or solution selling experience
Familiarity with data analysis tools and customer health scoring methodologies

Responsibilities

Develop and maintain strong relationships with assigned customer accounts, serving as their trusted advisor and advocate within the organization.
Conduct regular check-ins, business reviews, and strategic planning sessions to understand evolving customer needs and objectives.
Guide new customers through the onboarding process, ensuring smooth implementation and adoption of our solutions.
Create customized success plans and provide training to help customers realize value quickly and effectively.
Monitor customer health metrics and usage patterns to identify at-risk accounts and expansion opportunities.
Proactively address concerns, resolve issues, and work cross-functionally to prevent churn while identifying upsell and cross-sell opportunities.
Develop and execute strategic retention and expansion plans for assigned accounts, collaborating with sales teams to identify opportunities for account growth through additional product adoption, upgraded service tiers, or expanded usage.
Present business cases for renewals and expansions while maintaining focus on customer value realization and long-term partnership development.
Maintain deep knowledge of our products and industry best practices to provide strategic guidance and recommendations.
Help customers optimize their use of our platform and achieve their business objectives.
Leverage artificial intelligence tools and insights to enhance customer experiences, predict customer needs, and deliver personalized recommendations.
Track and analyze customer success metrics, prepare regular reports on account status, and provide insights to inform product development and business strategy decisions.
Stay current with industry trends, customer success methodologies, and emerging technologies to continuously improve customer outcomes.