Customer Success Manager
About The Position
A2Z Sync is seeking a Customer Success Manager to help customers achieve maximum value from its platform. The role serves as a trusted advisor, guiding customers in adopting best practices and advanced features and realizing measurable business outcomes. The Customer Success Manager works with stakeholders at all levels, identifies account risks and growth opportunities, and collaborates with internal teams to deliver strong customer experiences and support customer growth and retention. This is a hybrid role based at A2Z Sync’s Denver Tech Center office in Greenwood Village, Colorado. The posting gives conflicting in-office schedules: the introduction says two days each week, while the benefits section says three days each week.
Requirements
- At least 3 years of experience in Customer Success, Account Management, or a client-facing SaaS role.
- Ability to synthesize data and translate it into actionable customer insights.
- Understanding of Customer Success processes, customer growth levers, and KPIs.
- Experience with customer success platforms such as Vitally or similar tools.
- Strong project management skills and a record of delivering customer and internal work on time.
- Excellent written and verbal communication skills, adaptable to technical and non-technical audiences.
- Ability to build and manage relationships with stakeholders at all levels.
- Proactive problem-solving skills and ability to prepare solutions to barriers or risks.
- Comfort presenting to customer teams, including executives and frontline users.
- Collaborative approach and experience working cross-functionally toward shared goals.
- Consistent achievement of KPIs and proactive planning to address gaps.
Responsibilities
- Guide customers on best practices to increase value from the A2Z Sync platform.
- Use advanced platform features to address customer problems and optimize processes.
- Analyze data and provide actionable insights to improve product adoption and business outcomes.
- Develop understanding of Customer Success processes, customer growth levers, and key performance indicators.
- Use Vitally and other tools to identify account risks and opportunities proactively.
- Report progress and blockers against individual targets.
- Build and manage relationships with stakeholders at all levels of customer organizations.
- Identify and address account risks before escalation, bringing solutions to barriers to success.
- Complete project management, customer deliverables, and internal updates on time and with attention to detail.
- Collaborate with Customer Success teams on shared tasks and projects, and log customer feedback for continuous improvement.
- Communicate clearly and effectively with customers across channels.
- Present to customer teams and adapt communication to different stakeholder levels.
- Meet or exceed KPIs and proactively develop and communicate plans to address performance gaps.
- Identify expansion opportunities in existing accounts and use cases, collaborating with the Account Manager to close them.
Benefits
- Employer-paid health insurance for the employee and family, starting on day one.
- Employer-paid dental insurance for the employee and family, starting on day one.
- Employer-paid vision insurance for the employee and family, starting on day one.
- Flexible hybrid work schedule.
- 401(k) retirement plan with company match.
- Unlimited paid time off.
- 10 paid holidays.
- Employer-paid short-term and long-term disability coverage.
- Employer-paid life and AD&D insurance.
- Confidential BetterHelp therapy sessions for the employee and family.
- Pet insurance options.
- Voluntary identity theft protection services.
- Stocked kitchen with snacks and beverages.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
