Customer Success Manager

Accuris

21d•$100,000 - $120,000•Remote

About The Position

To make our customer retention vision a reality, we are hiring a Customer Support & Retention Leader to oversee and elevate the experience across a diverse portfolio of customers. This role owns customer satisfaction, retention, and long-term value by combining deep knowledge of our platform, industry trends, and best practices with a strong understanding of customer needs. You will lead efforts to proactively identify and mitigate churn risk, while also transforming how customers engage with our support organization, from intake through resolution. You will maximize the strength of each customer relationship by building rapport across all levels of the organization, from end users to executive stakeholders, while identifying opportunities to expand value, improve outcomes, and strengthen engagement. This role serves as the Voice of the Customer (VOC), acting as both a trusted advisor and internal advocate to ensure customer feedback directly influences our product, content, and go-to-market strategies.

Requirements

7+ years in Customer Success, Customer Support, or Customer Experience leadership roles
Proven track record of reducing churn and improving customer retention
Experience building or scaling support operations and intake processes
Strong analytical skills with experience using data to drive decisions and outcomes
Experience working cross-functionally with Sales, Product, and Marketing teams

Nice To Haves

Experience in SaaS or subscription-based business models
Familiarity with customer success platforms, CRM systems, and support tools
Experience implementing customer health scoring or lifecycle management frameworks

Responsibilities

Customer Retention & Churn Reduction
Own and drive customer retention outcomes, proactively identifying risks and executing strategies to reduce churn
Develop and operationalize churn prediction models, customer health scoring, and risk segmentation frameworks
Build and execute proactive retention playbooks (outreach, engagement campaigns, escalation paths)
Partner closely with Sales on renewals, expansions, and at-risk account recovery
Identify root causes of churn and drive cross-functional initiatives to address systemic issues
Proactive Customer Engagement
Establish a structured approach to ongoing customer engagement across the lifecycle
Build credibility and trust by deeply understanding customer requirements and consistently delivering value
Define touchpoints, success milestones, and intervention triggers
Ensure high-value customers receive proactive, strategic support
Drive improvements in customer adoption, usage, and overall satisfaction
Act as a trusted advisor, leveraging product expertise, industry knowledge, and best practices to guide customers toward success
Partner with Sales to identify and support expansion and upsell opportunities within the existing customer base
Customer Support Intake & Experience Transformation
Redesign and optimize the customer support intake process, including channels, forms, routing logic, and prioritization
Improve ticket triage accuracy, response times, and resolution quality
Implement scalable workflows, automation, and self-service solutions (knowledge base, guided support, etc.)
Reduce friction in how customers access support and ensure a consistent, high-quality experience
Establish and enforce SLAs and performance standards across support operations
Navigate and resolve complex or high-risk customer situations with confidence and accountability
Cross-Functional Leadership & Voice of Customer
Translate customer insights into actionable improvements across Product, Marketing, and Content Services by building strong feedback loops that drive product enhancements, content improvements, and messaging alignment
Partner with Product to prioritize fixes and features that directly impact retention
Collaborate with Marketing and Content teams to improve customer education, onboarding, and self-service resources
Data, Metrics & Operational Excellence
Define and track key metrics, including churn rate, retention rate, customer health, NPS/CSAT, and support performance KPIs
Use data to identify trends, risks, and opportunities for improvement
Build dashboards and reporting to provide visibility into customer experience and retention performance
Continuously refine processes to improve efficiency, scalability, and outcomes
Team Leadership & Development
Build, lead, and develop a high-performing customer support and retention team
Establish clear goals, accountability, and performance expectations
Coach team members on proactive engagement, customer communication, and problem-solving
Foster a culture of customer obsession, ownership, and continuous improvement
Demonstrate strong operational discipline with the ability to manage multiple priorities and workflows simultaneously