Customer Success Manager

Protecht Group • Atlanta, GA

14d

About The Position

Protecht is seeking a Customer Success Manager to own a portfolio of customers and help them achieve ongoing value from its risk management solutions. The role involves understanding customer goals, driving product adoption and engagement, and aligning solutions with customer needs. The Customer Success Manager acts as a trusted advisor and primary point of contact, working collaboratively with Sales, Product, Support, and Account Managers to deliver a seamless customer experience, support retention and growth, and communicate customer insights internally.

Requirements

• Proven experience in Customer Success, Account Management, or a similar customer-facing role.
• Strong relationship-building and stakeholder management skills.
• Commercial mindset, with experience driving retention, adoption, and growth.
• Ability to interpret customer insights and translate them into action.
• Strong organisation skills and ability to manage multiple accounts and priorities.
• Proactive, solutions-focused, customer-obsessed mindset.
• Experience working with complex SaaS solutions, technology products, or B2B environments.
• Experience using CRM or customer success platforms.

Nice To Haves

• Familiarity with platforms such as Gainsight, Planhat, ChurnZero, or HubSpot.
• Experience managing enterprise or complex customer portfolios.
• Understanding of customer success frameworks and industry best practices.

Responsibilities

• Own and manage a portfolio of customers as their trusted advisor and primary point of contact.
• Build long-term customer relationships by understanding objectives and aligning solutions to customer needs.
• Drive product adoption, engagement, and value realisation through proactive customer success strategies.
• Partner with Account Managers to identify and support growth and expansion opportunities.
• Deliver regular business reviews, insights, and reporting to demonstrate impact and ROI.
• Represent the voice of the customer by sharing insights with Product and internal teams.
• Collaborate across functions to resolve issues and continuously improve the customer experience.
• Support customer user groups and webinars.

Benefits

• Flexible, supportive, and inclusive work environment.
• Opportunity to work on a globally used, purpose-driven product.
• Culture that supports growth, learning, and career progression.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed