Customer Success Manager

Smartlinx•Hackensack, NJ

18d

About The Position

The Customer Success Manager (CSM) owns execution, value realization, and the ongoing customer experience across an assigned portfolio of Smartlinx clients. Reporting to a Strategic Account Manager (SAM), the CSM translates account strategy into action by managing customer cadence, driving follow-through on commitments, monitoring adoption and customer health, and proactively identifying opportunities for customers to achieve greater value and measurable ROI from Smartlinx. This is a highly customer-facing role with meaningful ownership and autonomy within the account strategy established with the SAM. The CSM combines relationship skills, curiosity, analytical thinking, and operational discipline to identify opportunities, solve problems, and turn customer priorities into measurable outcomes. The role offers a growth path, with responsibilities and account scope expanding as the candidate develops toward a future Strategic Account Manager track.

Requirements

Bachelor's degree or equivalent professional experience preferred.
3 to 5 years of experience in Customer Success, Account Management, Client Services, SaaS, healthcare technology, or related customer-facing roles.
Experience supporting customer adoption, engagement, onboarding, or ongoing account management programs.
Strong communication and relationship-building skills, including the ability to establish credibility with operational and day-to-day client stakeholders.
Ability to manage multiple accounts, priorities, and follow-up items in a fast-paced environment.
Analytical curiosity and ability to connect customer goals, product usage, and operational data to opportunities for greater value and ROI.
Proactive ownership mindset and judgment to drive work independently while staying aligned to the broader account strategy.
Customer value and ROI orientation.
Relationship building and customer advocacy.
Proactive risk identification and intervention.
Operational discipline and follow-through.
Analytical curiosity and problem solving.
Cross-functional collaboration.
Strong written and verbal communication.
Ownership, coachability, and continuous improvement mindset.

Nice To Haves

Experience using CRM platforms such as Salesforce or similar systems preferred.
Healthcare, workforce management, or SaaS industry experience is a plus.
Interest in developing toward a future Strategic Account Manager role.

Responsibilities

Identify and drive opportunities for customers to realize greater value and measurable ROI by connecting customer goals and business outcomes to product utilization, workflows, support trends, and available capabilities.
Execute the account strategy and priorities established with the Strategic Account Manager, translating goals into actions, owners, milestones, and follow-through.
Own the ongoing customer cadence for assigned accounts, build relationships with operational leaders and day-to-day stakeholders, and maintain momentum against agreed priorities.
Monitor usage, adoption, engagement, health scores, support activity, and other customer-health signals; identify risk early and drive appropriate interventions.
Drive accountability and follow-up across Smartlinx and the customer so commitments, action items, and open issues progress toward resolution and measurable outcomes.
Coordinate internal resources across Support, Professional Services, Product, Training, and other teams around customer outcomes.
Lead operational customer touchpoints and support Executive Business Review preparation through data gathering, ROI and value insights, action planning, and follow-up tracking.
Identify renewal and expansion signals through demonstrated customer value and share opportunities with the Strategic Account Manager.
Manage normal operational issues and coordinate resolution; escalate strategic, commercial, executive-level, or materially relationship-threatening issues to the Strategic Account Manager.
Maintain accurate and timely account activity, customer updates, opportunities, and relevant account information in CRM systems.
Advocate for customers internally by sharing product feedback, process improvement opportunities, and recurring themes that could improve the broader customer experience.