Customer Success Manager
About The Position
We're hiring a Customer Success Manager to join our CSM team and manage a portfolio of our larger customer accounts. You'll be the primary point of contact for your book of business, building strong relationships that drive retention, adoption, and growth. This is a high-ownership role for someone who takes pride in managing renewals, identifying upgrade and expansion opportunities, and helping customers realize real value from our platform. We're looking for someone with a strong drive to win who takes full ownership of their book of business and builds relationships customers trust.
Requirements
- 4-6 years in Customer Success, Account Management, or another customer-facing role
- Strong written and verbal communication skills
- A proactive mindset, someone who thinks beyond the playbook and brings fresh ideas and strategies to their book of business
- Comfortable managing renewal, upsell and forecasting processes
- Consultative approach, able to understand customer goals and connect them to product value
- Highly organized with strong attention to detail
- Resourceful and proactive, looking for opportunities and solving problems before they're asked of you
Nice To Haves
- Familiarity with Hubspot
- Experience building CS playbooks, templates, or processes to scale team effectiveness
- Experience working in a SaaS environment
Responsibilities
- Own a portfolio of customer accounts, serving as their primary point of contact throughout the customer lifecycle
- Manage the renewal process end-to-end, forecasting accurately and driving on-time renewals
- Identify and drive upgrade and expansion opportunities within your book of business
- Develop and execute success plans that align customer goals with product adoption
- Drive product adoption through proactive outreach, training, and strategic guidance
- Monitor account health and get ahead of risk before it becomes churn
- Build strong, trusted relationships with key stakeholders and champions at each account
- Partner cross-functionally with Support, Onboarding, and Product to ensure a seamless customer experience
- Maintain clean, accurate data across CRM tools to support forecasting and reporting
Benefits
- Competitive employer-sponsored health insurance
- 401(k) + company matching
- Professional development reimbursements
- Quarterly remote work stipend
- Annual wellness stipend
- PTO
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
