Customer Success Manager

PayRange•Portland, OR

33d

About The Position

We are seeking a proactive and strategic Customer Success professional responsible for managing the full customer lifecycle after the sale, from onboarding through long-term growth and retention. This role ensures customers successfully adopt our solutions, realize measurable value, and continue expanding their use of our products and services. The Customer Success Manager serves as a trusted advisor to customers while also acting as the internal voice of the customer. This role plays a critical part in driving customer retention, product adoption, and revenue growth.

Requirements

2–5 years experience in Customer Success, Account Management, or SaaS onboarding
Experience managing customer relationships and driving adoption of software solutions
Strong communication and relationship-building skills
Ability to manage multiple accounts simultaneously
Strong project management and organizational skills
Experience working with CRM platforms
Experience using ticketing or case management systems
Ability to collaborate cross-functionally across Sales, Support, and Product teams

Nice To Haves

Experience with Zendesk
Experience with Microsoft Dynamics (Dynamics 365 CRM)
Experience in SaaS, fintech, payments, or IoT environments
Experience managing onboarding programs or customer lifecycle frameworks

Responsibilities

Lead customers through structured onboarding from contract signature through successful go-live
Develop onboarding success plans to ensure customers achieve their initial objectives
Coordinate onboarding activities across Sales, Support, Product, and Implementation teams
Ensure customers are enabled with the knowledge and tools required to use the platform effectively
Drive early product adoption and ensure customers achieve value quickly
Serve as the primary point of contact for assigned accounts post-sale
Build strong, trusted relationships with key stakeholders
Identify opportunities for account growth, product expansion, and additional services
Partner with Sales on expansion opportunities and renewals
Ensure customers continue to increase their adoption and utilization of the platform
Monitor customer health indicators and engagement metrics
Proactively identify risks to customer satisfaction or retention
Work cross-functionally to resolve issues impacting customer success
Ensure customers consistently receive the maximum value from our products and services
Capture customer feedback and identify trends impacting adoption or satisfaction
Advocate internally for improvements to product, onboarding, and customer experience
Provide structured feedback to Product, Sales, and leadership teams
Maintain accurate account documentation and activity tracking within CRM systems
Track onboarding progress, customer engagement, and account health metrics
Manage cases or escalations within ticketing platforms when needed
Contribute to building scalable customer success processes and playbooks