Customer Success Manager

ServiceCore•Denver, CO

9d•$100,000 - $110,000

About The Position

ServiceCore is hiring an experienced Customer Success Manager to work closely with Enterprise and strategic customers as their primary point of contact and trusted advisor. The role guides customers through their journey with ServiceCore products and uses modern tools and AI to scale customer engagement. Success is measured by customer health and retention, with a key contribution to protecting and growing the customer base. The Customer Success Manager partners with customers to understand their goals and business practices, drive product value and adoption, and manage renewals. The position leads quarterly and executive business reviews, uses customer data and conversation insights to identify risks and opportunities, and shares customer feedback with internal teams. It also partners with Sales on growth opportunities and helps develop scalable processes as the customer base grows.

Requirements

3–5 years of customer success experience at a growth-stage SaaS company, ideally during a period of rapid scaling.
Experience managing Enterprise or strategic accounts, including owning renewals and leading QBRs and EBRs.
Strong project management and relationship-building skills.
A bias toward efficiency and willingness to reduce redundant work and automate tasks.
Curiosity and comfort with AI tools, including willingness to use them to work more efficiently.
Hands-on experience with a modern customer success technology stack, including CRM, customer success platforms, conversation intelligence, support tools, and internal communication tools.
Excellent written and verbal communication skills and ability to build trust with owner-operators and executives.
Ability to work collaboratively as well as independently as a self-starter.
Comfort working in a fast-paced, changing environment and experimenting with new ideas.
Comfort traveling a few times a year for company on-sites, team building, and customer visits.
Empathy and interest in helping customers succeed.

Responsibilities

Understand customers’ goals and business practices and help them get the most value from ServiceCore products.
Own renewals for a book of business, from early risk identification through signed renewal.
Lead quarterly business reviews and executive business reviews to align on goals, demonstrate value, and plan ahead.
Use health scores, dashboards, and product usage patterns to identify risks and drive adoption.
Use conversation intelligence to understand call trends, follow through on commitments, and share the customer voice internally.
Use AI and automation tools to streamline repetitive work and prepare for customer meetings.
Partner with Implementation, Support, Product, Sales, and Marketing to share feedback and make appropriate connections.
Anticipate customer needs and challenges and bring proactive solutions.
Identify growth opportunities and partner with Sales to advance them.
Build scalable processes and share effective practices with the team.
Drive customer satisfaction, loyalty, and advocacy.