Customer Success Manager

PSD

12h•Remote

About The Position

The Customer Success Manager is responsible for managing an assigned portfolio of customers and supporting their successful adoption, engagement, and ongoing use of the company’s software solutions. The role serves as a primary point of contact for customers and works proactively to understand customer needs, address risks, support retention, and promote customer value. The Customer Success Manager collaborates with internal teams, including Sales, Marketing, Services, Product and Operations to coordinate customer needs and ensure a consistent customer experience.

Requirements

1-3 years of experience in Customer Success, Account Management, Customer Support, SaaS, or another customer-facing role.
Strong written and verbal communication skills.
Demonstrated ability to build and maintain effective customer relationships.
Strong organizational skills and the ability to manage multiple customers, priorities, and deadlines.
Ability to identify customer needs, assess issues, and develop appropriate next steps.
Ability to work collaboratively with cross-functional teams.
Proficiency with CRM systems and standard business productivity tools.

Nice To Haves

Experience working with SaaS or technology products.
Experience managing a portfolio of customers
Experience supporting customer renewals or retention initiatives.
Experience working with local, state, or other public-sector organizations.
Familiarity with customer health metrics, product usage data, or Customer Success platforms.

Responsibilities

Manage an assigned portfolio of customers and maintain regular engagement based on customer needs, account health, and established Customer Success practices.
Develop and maintain strong working relationships with customer stakeholders.
Maintain accurate customer information, account plans, activities, and next steps within the company’s CRM and related systems.
Prioritize customer activities based on account needs, business objectives, engagement, and risk indicators.
Support customers in achieving their business objectives through effective use and adoption of the company’s software.
Conduct regular customer meetings, check-ins, and business reviews as appropriate.
Identify opportunities to increase product utilization and customer engagement.
Provide customers with relevant resources, education, and guidance to support successful product adoption.
Monitor customer health indicators, including product usage, engagement, customer feedback, and other available account data.
Identify potential risks to customer satisfaction, adoption, and retention and escalate or address them in a timely manner.
Develop and execute appropriate customer action plans in collaboration with internal teams.
Support customer retention and renewal activities in partnership with Sales, Account Management, or other appropriate teams.
Serve as a customer advocate by coordinating with internal teams to address customer questions, concerns, and challenges.
Facilitate appropriate escalation of customer issues and maintain communication with customers through resolution.
Follow up on open issues and commitments to ensure appropriate and timely resolution.
Partner with Sales, Account Management, Support, Implementation, Product, and other internal teams to support customer needs.
Communicate relevant customer feedback, trends, and product needs to appropriate internal stakeholders.
Contribute customer insights that may inform product, service, and process improvements.
Follow established Customer Success processes, methodologies, and documentation standards.
Maintain timely and accurate customer records and activity within applicable systems.
Contribute feedback and recommendations to improve Customer Success processes, tools, and resources.
Participate in team initiatives and projects designed to improve customer experience, adoption, and retention.