Customer Success Manager

Giftogram•Hanover Township, NJ

6d•Onsite

About The Position

At Giftogram, appreciation isn't just what we do — it's who we are. As the #1 rated rewards and incentives platform on G2, we are transforming how companies engage with their employees, partners, and customers. Giftogram helps organizations deliver digital rewards instantly — powering everything from employee recognition and customer engagement to research incentives and payouts through a simple, flexible platform companies genuinely enjoy using. As a Customer Success Manager at Giftogram, you will own a portfolio of customer accounts — and take full responsibility for the relationships, strategy, and growth that turn them into long-term, expanding partnerships. This is not a reactive support role. You will be the primary driver of retention and expansion within your book of business, building trusted relationships across HR, Finance, Marketing, and Operations — and proactively growing how customers use the platform. Customer Success sits at the center of revenue at Giftogram — working closely with Sales, Product, and Support to deliver an experience that builds trust, deepens engagement, and creates real business impact. As we scale, this team will play an increasingly important role in shaping how we grow. This is an opportunity to own outcomes — for your customers, for the business, and for your career.

Requirements

2–4 years of experience in Customer Success, Account Management, or a client-facing B2B role — with a track record of growing accounts, not just maintaining them
Proactive by nature — you don't wait for expansion to come to you. You spot opportunity, build the case, and move it forward
Build trust quickly with both frontline users and senior stakeholders, and know how to communicate credibly at every level
Consultative and curious — you ask thoughtful questions, listen carefully, and genuinely want to understand your customer's goals and business challenges
Skilled at navigating organizations — you understand how buying decisions get made, who holds influence, and how to build internal momentum
Organized and disciplined — you manage a large book of business without letting relationships, follow-ups, or priorities slip
Comfortable using data — customer health signals, engagement metrics, and usage patterns help you prioritize your time and anticipate both risk and opportunity
Energized by helping customers grow — and motivated by the revenue outcomes that come from doing it well

Nice To Haves

Experience with HubSpot, Salesforce, or structured sales/CS methodologies is a plus

Responsibilities

Own a portfolio of customer accounts — serving as the primary strategic partner and trusted advisor from onboarding through long-term growth
Drive expansion revenue by deeply understanding each account's goals, organizational structure, and program maturity — then building the case for growth across new teams, departments, and use cases
Build and maintain multi-threaded relationships across HR, Finance, Marketing, and Operations — never relying on a single point of contact
Lead customers through successful program launches and onboarding — ensuring they adopt the platform confidently and realize value quickly
Run structured business reviews, ROI conversations, and strategic planning sessions that deepen customer investment in the platform
Proactively spot whitespace within your accounts — identifying new champions, budget holders, and expansion opportunities before they surface on their own
Consistently meet and exceed quarterly growth targets, with performance rewarded through uncapped accelerators above target
Accurately track pipeline and expansion opportunities in CRM (HubSpot) with discipline and consistency
Monitor customer health and engagement signals — taking proactive steps to drive retention, reduce churn, and prioritize your time where it matters most
Partner cross-functionally with Sales, Product, and Support to ensure seamless account experiences and feed customer insights back into the roadmap