Customer Success Manager

True Platform•Philadelphia, PA

2d•Hybrid

About The Position

We are looking for a highly motivated Customer Success Manager to serve as a strategic partner and oversee key accounts and relationships. Your primary mission is to deeply understand and proactively uncover the true business objectives and priorities of each client. You will be responsible for reframing conversations away from product gaps and towards maximizing value using the Thrive TRM platform—prescribing creative solutions, identifying opportunities for growth, proactively managing their successful migration to the rearchitected Thrive 2.0 platform, and ensuring high retention and successful customer outcomes. You’re an expert at optimizing and using the Thrive TRM platform, you'll serve as the main point of contact for key decision makers, and you will analyze user activity and conduct business reviews to help the customer achieve desired objectives.

Requirements

5+ years of experience in Customer Success, Account Management, Client Relations, or a customer-facing SaaS role
Strong ability to build and maintain long-term client relationships with key stakeholders and decision makers
Experience analyzing customer usage data, identifying trends, and recommending solutions to improve engagement and retention
Excellent written and verbal communication skills with the ability to conduct business reviews and present recommendations clearly
Proven ability to manage multiple accounts and priorities in a fast-paced, dynamic environment
Strong problem-solving and troubleshooting skills with the ability to identify root causes and deliver effective solutions
Comfortable learning new technologies, software platforms, and product features quickly
Demonstrated ability to identify opportunities for account growth, upselling, and expanded services
Highly organized, detail-oriented, and customer-focused with a passion for helping clients succeed
Authorized to work in the U.S.
Operate a normal 8 hour working day between the hours of 8am and 8pm EST.
Available to participate in an in-person interview as part of the selection process.
Finalists must meet onsite with key stakeholders to support a thorough evaluation of experience, qualifications, and overall fit for the position.
Flexibility to travel to one of our office locations for the interview stage is required.

Nice To Haves

Experience working with CRM, TRM, ATS, or SaaS platforms preferred
Bachelor’s degree preferred

Responsibilities

Serve as a strategic partner and oversee key accounts and relationships.
Deeply understand and proactively uncover the true business objectives and priorities of each client.
Reframe conversations away from product gaps and towards maximizing value using the Thrive TRM platform.
Prescribe creative solutions, identify opportunities for growth, and proactively manage successful migration to the rearchitected Thrive 2.0 platform.
Ensure high retention and successful customer outcomes.
Serve as the main point of contact for key decision makers.
Analyze user activity and conduct business reviews to help the customer achieve desired objectives.