Customer Success Manager

Papirfly • Morristown, NJ

6h • Remote

About The Position

Papirfly is seeking a curious, people-first Customer Success Manager to join its US team. The role supports SaaS customers throughout their lifecycle, helping them succeed with Papirfly’s Digital Asset Management and On-brand Content Creation platform. The Customer Success Manager will manage client relationships and a portfolio of accounts, support onboarding, adoption, renewal readiness and account growth, and align platform capabilities with customers’ business objectives.

The role offers hands-on experience with a platform used by global brands, mentoring and development opportunities, and the chance to contribute ideas within a collaborative culture. The position is initially fully remote and based in NY, NJ, or the Chicago area, with potential for hybrid or office collaboration as the US team expands. Flexible working hours and occasional business travel of approximately 5–10% are expected. Compensation is a competitive total reward package consisting of base salary and performance-based variable compensation.

Requirements

• 2–3 years of experience in a Customer Success or Account Management role at a SaaS company.
• Excellent communication and relationship-building skills.
• Proactivity, curiosity, and eagerness to learn, including comfort asking questions and proposing ideas.
• Strong organisation and confidence managing multiple priorities and customer needs.

Nice To Haves

• Exposure to marketing teams or marketing technology platforms.

Responsibilities

• Build and nurture long-term client relationships, acting as a trusted partner throughout the customer lifecycle from onboarding through renewal and expansion.
• Keep customers renewal-ready by tracking realised value, product adoption, customer health, and stakeholder alignment; flag risks early and involve Account Management for complex pricing, contract structure, or negotiation support.
• Develop a customer strategy, roadmap, and stakeholder map for each account, aligning Papirfly’s platform capabilities with client business objectives and identifying growth opportunities.
• Manage a portfolio typically ranging from 30–40 client accounts, depending on account size and complexity, balancing proactive account management with responsive day-to-day support.
• Understand customers’ business problems and offer solutions through Papirfly technology.
• Help drive product adoption so customers achieve their goals using the Papirfly platform.
• Collaborate with internal team members and clients to translate customer needs into actionable outcomes and ensure smooth project execution.
• Host customer engagement sessions, with support from senior team members as needed.
• Track and support customer goals and help identify opportunities for growth and expansion.
• Capture and share feedback to improve Papirfly’s offering and customer experience.
• Look for ways to improve processes and how the team serves clients.

Benefits

• Mentoring and development opportunities.
• Flexible working hours.
• Competitive total reward package consisting of base salary and performance-based variable compensation.
• Initially fully remote work, with opportunities for hybrid or office collaboration as the US team expands.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed