Customer Success Manager

Centerbase•Dallas, TX

102d•$76,000 - $93,000•Remote

About The Position

At Centerbase, the Customer Success Manager (CSM) serves as the trusted advisor and primary point of contact for a portfolio of customers, managing post-sales relationships with the goal of creating Customers for Life. Success is measured by customer health, retention, product adoption, customer advocacy (including referrals), and revenue growth through upsells and cross-sells. The role requires exceptional communication and relationship-building skills, cross-functional collaboration, and continuous learning. The CSM develops a thorough understanding of Centerbase’s technology and partner offerings to communicate product value and help customers achieve meaningful business outcomes. The CSM also contributes feedback to improve internal tools and processes, mentors colleagues, builds cross-functional relationships, and escalates customer concerns appropriately.

Requirements

1–2 years of experience as a Customer/Client Success Manager within an enterprise SaaS business.
Proficiency with Salesforce and similar software products.
Ability to navigate a growing, fast-paced company and autonomously manage a book of business.
Strong attention to detail in communicating and following up on customer inquiries.
Proven track record of consistently attaining or exceeding renewal and expansion quotas.

Responsibilities

Become a Centerbase product expert and use product knowledge to identify opportunities that drive adoption, customer value, and business growth.
Build and nurture relationships with assigned customers through proactive, clear, and professional communication.
Understand customers’ business needs and collaborate with them to set objectives and achieve desired outcomes.
Deliver business reviews that communicate Centerbase’s added value and growth opportunities.
Advocate for customers within Centerbase and collaborate with internal teams to meet customer needs and resolve issues efficiently.
Own and manage customer escalations through resolution, while identifying and addressing potential issues proactively.
Drive customer retention through proactive engagement and an excellent customer experience.
Own renewals and identify upsell and cross-sell opportunities.
Provide constructive feedback to improve internal tools and processes and mentor colleagues to enhance departmental efficiency.
Build cross-functional relationships to navigate the company and escalate customer concerns appropriately.