Customer Success Manager
ActivTrak•Austin, TX
•Remote
About The Position
ActivTrak is seeking a Customer Success Manager (CSM) to manage an enterprise book of business. In this role, you'll build strong customer relationships, drive successful outcomes, and ensure satisfaction and retention through 1:1 customer success methodologies. This position is ideal for professionals who excel in fast-paced environments and have experience efficiently managing mid-market or enterprise books of business.
Requirements
- 3+ years of experience in Customer Success or related roles with mid-market or enterprise customers
- Proven ability to manage numerous accounts using CS tools and methodologies
- Track record of driving retention, upsells, and renewals within a scalable model
- Strong data analysis skills to optimize account performance and inform decision-making
- Excellent cross-functional collaboration abilities
- Experience with conflict resolution and crisis management
- Exceptional presentation skills and data storytelling abilities
- Strong time management and prioritization skills
- Demonstrated ability to align customer needs with product features and company goals
- Self-directed work style with good judgment about when to escalate issues
Responsibilities
- Develop deep product knowledge to map features to business outcomes and communicate roadmap insights
- Apply industry expertise to address customer challenges and position solutions against competitive offerings
- Analyze product usage data to identify patterns, calculate ROI, and quantify multiple value streams
- Manage technical integration understanding and basic troubleshooting
- Create and maintain detailed customer-facing documentation and resources
- Lead renewal conversations and secure commitments, identifying upsell triggers and expansion opportunities
- Create commercial solutions tailored to evolving customer needs
- Build multi-threaded customer relationships to penetrate accounts strategically and develop new use cases over time
- Collaborate with sales on handoffs and joint strategies for account growth
- Manage a portfolio of customers throughout their journey, understanding their unique needs and tailoring interactions to align customer goals with company objectives
- Implement scalable customer success workflows and operational excellence
- Proactively monitor customer health metrics to identify and mitigate risks
- Conduct strategic business reviews and success planning sessions
- Build success plans that ensure customers fully realize the value of the partnership
- Advocate for customers by providing product feedback to internal teams
- Build trust with key stakeholders through executive-level interactions
- Communicate clearly and concisely in both written and verbal formats, managing conflict resolution and navigating difficult conversations effectively
- Demonstrate critical thinking and develop creative solutions
- Guide customers through organizational change and address resistance
- Make autonomous decisions while knowing when to escalate appropriately
- Build strong working relationships with Product, Marketing, Support, and Sales teams to align customer success initiatives with broader company goals
- Actively share customer feedback and insights with relevant teams to inform product development and marketing strategies
- Identify operational friction in day-to-day work and propose practical improvements with supporting context
- Participate in team pilots, process updates, or change initiatives, providing thoughtful feedback based on direct customer impact
- Create reusable frameworks, templates, and playbooks that benefit the broader team
Benefits
- Competitive compensation and benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
