Customer Success Manager

Submittable

14d • $87,500 - $100,000

About The Position

The Customer Success Manager is the primary point of contact for an assigned group of Submittable clients, building trusted-advisor partnerships that connect the platform’s value to each client’s business goals. The role creates tailored Success Plans, leads regular Business Reviews, and helps clients grow their programs on the platform. The Customer Success Manager partners with Account Executives, Technical Support, and other Submittable teams to address client needs and identify expansion opportunities.

Submittable is a mission-driven company whose platform supports organizations focused on areas including equity and social justice, children and education, arts, health and wellness, economic justice and opportunity, and the environment and climate. The role contributes to the company’s work helping organizations accelerate their social impact.

The position is open to qualified candidates eligible to work in the United States, excluding applicants residing in Alaska, Delaware, Hawaii, Louisiana, Maine, New Mexico, North Dakota, Oklahoma, Rhode Island, Vermont, Washington, West Virginia, and Wyoming. Submittable cannot accommodate scholastic or employment visas. The base salary range is $70,000–$80,000 per year, with variable compensation on an 80/20 base-to-variable split and target total on-target earnings of $87,500–$100,000. Final base salary depends on job-related experience, skills, and qualifications.

Submittable describes its workplace as supportive, dynamic, fast-paced, and evolving, and emphasizes innovation, collaboration, growth, inclusion, and belonging. Benefits are offered to full-time employees. The company does not allow AI tools, including note takers, transcription tools, or recordings, during take-home tests or interviews.

Requirements

• At least 3 years of experience in B2B SaaS sales, customer success, or account management.
• Experience recognizing sales and expansion opportunities within existing client accounts.
• Ability to learn new software quickly and explain technical product functionality clearly to clients.
• Clear written and verbal communication with client stakeholders at all levels.
• Ability to organize work across multiple accounts and competing priorities, meet deadlines, and work in a fast-paced, collaborative team environment.
• Ability to adjust plans and approach as client needs and priorities change.
• Ability to maintain detailed, accurate records of client activity and commitments.
• Experience using a CRM to manage client records.
• Eligibility to work in the United States; scholastic or employment visas cannot be accommodated.
• Applicants must not reside in Alaska, Delaware, Hawaii, Louisiana, Maine, New Mexico, North Dakota, Oklahoma, Rhode Island, Vermont, Washington, West Virginia, or Wyoming.

Nice To Haves

• Salesforce experience.
• Experience supporting clients through complex procurement processes, such as those at government agencies or universities.

Responsibilities

• Build trusted-advisor partnerships with assigned clients and align Submittable’s value with their key and overarching business goals.
• Serve as the primary point of contact for assigned clients and involve resources such as Account Executives or Technical Support when needed.
• Build long-term business relationships by following through on commitments and responding promptly to client needs.
• Evaluate client program priorities and create tailored Success Plans with clear goals and milestones.
• Identify barriers to program growth and recommend strategies based on client research and industry knowledge.
• Schedule and conduct Business Reviews to track Success Plan progress and identify opportunities for additional gains.
• Identify opportunities for Account Executives to expand Submittable’s footprint through new features, services, and instances.
• Recommend improvements to Submittable’s business, products, and client approach based on client feedback.
• Keep accurate, up-to-date client records in Salesforce.

Benefits

• Comprehensive health and life insurance, with optional HSA, FSA, and DCA accounts.
• 401(k) plan with employer match starting day one.
• Equity stock options.
• Flexible hours, remote work options, and generous vacation and sick leave.
• Paid parental leave for mothers, fathers, and adoptive parents.
• Professional development stipends.
• Opportunities to participate in community outreach and volunteer programs.
• Monthly company-sponsored happy hours and gatherings.

What This Job Offers

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