Customer Success Manager

3E•Canton, OH

3d•Remote

About The Position

3E is a mission-driven company that provides regulatory intelligence and AI solutions to help organizations protect people and products. The Customer Success Manager builds lasting customer partnerships and helps clients realize value from 3E’s evolving portfolio of solutions. The role partners closely with two Account Managers, serving as a trusted advisor to their customers by explaining complex solutions, providing product education, supporting business objectives, encouraging adoption, and proactively addressing retention risks. This fully remote position supports customers and internal partners across Eastern and Central time zones. Employees located near a 3E office may choose a hybrid arrangement. The role requires 10–20% travel.

Requirements

At least 3 years of experience in Customer Success, Account Management, client services, software training, or a related customer-facing role in SaaS, technology, information services, or a similar environment.
Strong relationship-building skills and the ability to engage confidently and empathetically with different customer stakeholders.
Experience helping customers learn software, adopt new capabilities, and achieve meaningful outcomes.
Clear communication and presentation skills, including the ability to explain complex information in an approachable, practical way.
Strong organizational skills and ability to coordinate customer meetings, manage competing priorities, and follow through on commitments.
Confidence navigating challenging conversations, setting realistic expectations, and collaborating constructively with internal partners.
Curiosity and adaptability, with an interest in learning multiple products and finding solutions in an evolving environment.
Working knowledge of Microsoft 365 applications, including Excel, Outlook, Word, and PowerPoint, and ability to learn new systems and tools.

Nice To Haves

Experience supporting customer renewals, retention, or expansion in a recurring-revenue business.
Familiarity with customer success measures such as net revenue retention (NRR), product adoption, and customer engagement.
Experience with Salesforce, Gong, or similar CRM and customer engagement platforms.
Exposure to environmental, regulatory, compliance, chemical, or other complex B2B software solutions.
Experience supporting mid-market or enterprise customers across different locations.
Familiarity with AI-enabled tools and interest in exploring how emerging technology can improve customer experiences and workflows.

Responsibilities

Develop trusted partnerships with customer stakeholders, understand their priorities, and help them realize ongoing value from 3E solutions.
Guide customers through product capabilities, deliver training, and support adoption of features and workflows.
Create and execute customer success plans, lead proactive outreach, and identify opportunities to increase product usage and engagement.
Partner with two Account Managers to strengthen customer relationships, identify opportunities to expand value, and contribute to renewal success.
Monitor engagement, product usage, and customer feedback to identify risks, set expectations, and coordinate solutions before issues escalate.
Coordinate with Customer Success, Onboarding, Support, and Product teams to address customer needs and ensure timely follow-through.
Share customer insights, feedback, and emerging needs with internal teams to improve products, processes, and the customer experience.
Develop knowledge of 3E’s product portfolio, including Protect and Insight, and help customers discover useful capabilities.

Benefits

Health insurance
Dental insurance
Vision insurance
Life insurance
Disability coverage
Open PTO
Parental leave
401(k) plan with company matching
Employee assistance program
Voluntary supplemental benefits (Accident, Hospital Indemnity, Critical Illness)