Customer Success Manager

Vermont Systems

2d • Remote

About The Position

Join our Recreation/Vermont Systems as Customer Success Manager to make a real impact every day. We say that because we know that every conversation we have, every interface we design, and every new feature we ship is another opportunity for us to elevate everyday life experiences for our customers and the people and communities they serve. Xplor Technologies is seeking a relationship-focused Customer Success Manager to help customers achieve measurable business outcomes using Vermont Systems software. This role is responsible for driving customer retention, product adoption, customer health, and long-term account growth through strategic relationship management and proactive customer engagement. Working with an assigned portfolio of customers, the Customer Success Manager builds trusted relationships, understands each customer's business goals, identifies risks and opportunities, and partners across the organization to deliver an exceptional customer experience. Serving as the primary strategic contact after implementation, the Customer Success Manager helps customers maximize the value of Vermont Systems solutions while supporting long-term business success.

Requirements

• Demonstrated ability to build trusted customer relationships.
• Excellent communication, organizational, and time-management skills.
• Strong problem-solving, active listening, and critical thinking abilities.
• Ability to communicate effectively with technical and non-technical audiences.
• Experience managing multiple customer relationships and competing priorities.
• 3+ years of relevant experience
• Experience using Salesforce or a comparable CRM.
• Commitment to delivering an exceptional customer experience.

Nice To Haves

• Experience in Customer Success, Account Management, Client Services, Consulting, or another customer-facing role.
• Experience supporting customer retention, renewals, product adoption, or account growth.
• Experience working with parks and recreation organizations, municipalities, higher education, military organizations, or similar customer environments.
• Bachelor's degree or equivalent professional experience.
• Knowledge of RecTrac, WebTrac, and other Vermont Systems applications.

Responsibilities

• Manage a portfolio of strategic and enterprise customer accounts, serving as the primary strategic contact throughout the customer lifecycle.
• Build trusted relationships with executive and operational stakeholders while developing a deep understanding of each customer's business goals and success measures.
• Conduct Quarterly Business Reviews (QBRs), success planning sessions, and regular business reviews.
• Monitor customer health, engagement, satisfaction, and product adoption, proactively identifying risks and coordinating action plans to support retention.
• Drive adoption of Vermont Systems products, services, and best practices that improve customer outcomes and operational efficiency.
• Recommend solutions, training, product capabilities, and service offerings aligned with customer goals.
• Partner with Product Management, Support, Professional Services, Sales, and other internal teams to resolve issues, advocate for customer needs, and improve the overall customer experience.
• Translate customer feedback into actionable product enhancements and business insights.
• Identify opportunities for additional products, services, and training that create customer value, partnering with Sales on renewal and expansion opportunities.
• Maintain accurate customer information, activities, and account health within CRM

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree