Customer Success Manager (Remote - US)
About The Position
The Customer Success Manager is a key member of our Customer Success team and a dedicated advocate for our customers. This role is responsible for managing a portfolio of customers, driving product adoption, fostering long-term relationships, and ensuring a positive end-to-end customer experience. In a growing SaaS environment, this role is both strategic and hands-on. The Customer Success Manager serves as a product expert, works closely with customers to understand their goals, and partners internally with Sales, Ticketing Services, Product, and Engineering to help customers realize value from the platform. This position reports to the VP, Customer Experience. This position is full-time and fully remote. Candidates are preferred to be located in New York, New Jersey, or Connecticut, but we will consider candidates located in California, Oregon, Colorado, Texas, Wisconsin, Minnesota, Louisiana, Florida, Virginia, North Carolina, and South Carolina. Candidates may be required to travel and/or meet up in-person from time to time. There may also be an expectation in the future for hybrid work in a local office.
Requirements
- Bachelor’s degree in Business, Communication, or related field.
- Five or more years of experience supporting ticketing products either at a ticketing provider or as someone using a ticketing product.
- Exceptional ability to communicate and foster positive business relationships with a focus on customer satisfaction.
- Experience analyzing and optimizing the application of a ticketing product either in a Customer Success/Account Management role or as a ticketing user.
- Ability to express empathy in handling customers’ concerns and managing the expectations of both internal and external resources to deliver a resolution.
- Strong oral and written communication skills.
- Ability to work independently and manage multiple projects and deadlines.
- Strong analytical, decision-making, and creative problem-solving skills.
- Meticulous project management skills.
- Excellent organizational, leadership, and time management skills.
- Effective communication and management skills.
- Ability to understand and communicate technical concepts.
Responsibilities
- Manage a portfolio of customers, serving as the primary point of contact and trusted partner throughout the customer lifecycle.
- Guide customers through onboarding, adoption, and ongoing usage, ensuring a smooth transition from Sales to Customer Success.
- Assist Sales teams members in ensuring a frictionless handoff by providing demos for prospects, advising on use cases, and facilitating onboarding and implementation.
- Maintain a strong understanding of our products and services, assisting customers with questions and recommending best-fit solutions based on their needs.
- Conduct regular check-ins with assigned customers to review usage, highlight new features, and identify risks or opportunities for improvement.
- Review and address customer feedback, concerns, and complaints, with a focus on improving the overall customer experience.
- Partner with Ticketing Services, Product, and Engineering to coordinate issue resolution, product enhancements, and customer requests in a timely and customer-focused manner.
- Collaborate with Product and Engineering to optimize product rollout and adoption strategy.
- Facilitate customer education initiatives such as webinars or training sessions.
- Track customer health, retention indicators, and key milestones, contributing to renewal readiness and long-term success.
- Support the VP, Customer Experience in communications related to feature releases and product updates, as well as in enhancing Customer Success initiatives and processes.
Benefits
- 100% paid medical, dental and vision benefits for employee and dependents, with an HSA-eligible option (with a $1,000 employer contribution for 2026)
- Company-paid life insurance
- Traditional and Roth 401k plans
- Paid parental leave
- Learning & development opportunities with company reimbursement for eligible educational expenses
- Working abroad opportunities
- Volunteer days off
- Flexible scheduling
- Up to $300 reimbursement for initial equipment to set up hybrid work environment
- Generous PTO and holiday schedule
- Remote work environment
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
11-50 employees
