Customer Success Manager
About The Position
We are seeking a Customer Success Manager to join our team at Transfr! This is a unique opportunity to play a key role in scaling customer success operations while directly impacting customer adoption, retention, and long-term value realization. The Customer Success Manager is responsible for managing a high-volume portfolio of 150+ customers, ensuring they successfully onboard, adopt, and maximize the value of the Transfr platform. This role is ideal for a highly organized, data-driven professional who thrives in a fast-paced environment and can deliver exceptional customer experiences at scale. The ideal candidate brings a strong operational mindset and is comfortable leveraging automation, customer success tools, and a tech-touch approach to ensure customers understand the ongoing value while maintaining a high standard of health across a large book of business. They are proactive, analytical, and passionate about driving customer health, engagement, and outcomes across a large book of business.
Requirements
- 3+ years of experience in Customer Success or Account Management, including 1 + year managing high-volume portfolios (100+ accounts)
- Experience using Customer Success automation platforms such as ClientSuccess, Gainsight, ChurnZero, or similar tools
- Strong written and verbal communication skills
- Experience onboarding customers
- Proven ability to build and maintain strong customer relationships
- Willingness and ability to travel periodically to customer and partner sites (approximately 25% travel)
- Must be authorized to work in the United States without restriction
Nice To Haves
- Experience supporting and presenting Quarterly Business Reviews (QBRs)
- Experience partnering closely with renewals or account expansion teams
Responsibilities
- Manage a book of business exceeding 150 accounts by utilizing internal tools and automated workflows to provide consistent and high-quality support across the entire customer lifecycle.
- Leverage provided resources, playbooks, and technology to rapidly move customers from signature to "First Value," to ensure a streamlined onboarding experience that sets the foundation for long-term utilization.
- Monitor customer health signals and automated triggers to proactively identify at-risk accounts. Prioritize outreach based on usage data and notifications to mitigate churn across a large portfolio.
- Execute "one-to-many" communication strategies, such as office hours, automated email campaigns, and digital value reviews to drive engagement and adoption without sacrificing personalized quality.
- Partner closely with Account Management (AM) to hand off renewal-ready accounts and collaborate with Support and Product teams to resolve common technical hurdles at scale.
- Maintain rigorous documentation and activity logging within the CSRM/CRM to ensure leadership visibility into the health and trends of the high-volume segment.
Benefits
- Medical, dental, and vision insurance
- Annual professional development budget for each employee
- 401(k) savings plan
- Life, AD&D, and disability insurance coverage
- Company-provided laptop and other necessary equipment
- Paid time off (PTO) to support work-life balance
- Paid company holidays
- Company-paid parental leave
- Flexible work arrangements in a remote-first environment with employees across the U.S.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
