Customer Success Manager

Record360, LLC

7d•$70,000 - $80,000•Remote

About The Position

Your mission is to deliver high quality customer service to our strategic accounts. In this role, you will work with our customers to build strong partnerships, drive adoption of our products/solutions, and ultimately ensure they realize value from their Record360 subscription. In addition to this, you can expect to work closely with a cross-functional Record360 ecosystem including Account Executives, Marketing, Support and Product specialists to develop new value propositions, build awareness and reveal new growth opportunities. The Customer Success Manager serves as the trusted point of contact across the customer lifecycle; onboarding, adoption, advocacy and renewal. This role reports directly to the Director of Customer Experience.

Requirements

3-4 years of B2B SaaS customer support, customer success, account management or consulting experience working with accounts of various sizes
Superb written and verbal communication skills
Strong customer-facing and presentation skills with the ability to establish credibility with customers
Positive attitude, empathy, and high energy (High EQ. You're an empathetic, self-aware leader of people)
Ability to take initiative
Adaptable. You’re constantly learning and can flex between rolling up your sleeves or delegating responsibilities and empowering your team
API/Integration competence

Nice To Haves

Spanish fluency is preferred but not required.

Responsibilities

Own and manage a book of business, taking full accountability for renewals, retention, and expansion opportunities.
Develop and maintain long-term relationships with stakeholders within assigned accounts, serving as the primary point of contact.
Educate and train users on the Record360 platform, including sharing best practices, customizing email preferences, and providing updates on new features.
Conduct ongoing account meetings to communicate best practices, provide use case examples, drive expanded functional usage, and communicate new feature releases (e.g., Product Roadmaps & QBRs).
Closely manage and nurture accounts to identify and mitigate risks, leveraging data-driven insights and health scoring to guide decisions.
Analyze customer account trends and provide actionable feedback to internal teams to ensure quality standards, customer requirements, and features are properly deployed and addressed.
Take ownership projects to drive customer success initiatives and operational improvements.
Engage directly with clients on technical requests, identify common challenges, and propose practical solutions.
Collaborate cross-functionally with sales, marketing, engineering, and product teams to drive customer outcomes.
Work closely and harmoniously with fellow CSMs to develop new customer success processes, troubleshoot customer needs, identify upsell opportunities, and mitigate churn/contraction.