Customer Success Manager

Sphera

1d•$82,000 - $130,000

About The Position

Sphera is a leading global provider of enterprise software and services that enables companies to manage and optimize their environmental, health, safety and sustainability. Our mission is to create a safer, more sustainable and productive world. Sphera is a portfolio company of Blackstone, a U.S.-based alternative asset investment company that focuses on private equity, technology and innovation, and more. Blackstone businesses succeed through strong partnerships, a personalized approach and a commitment to exceptional performance with uncompromising integrity. Sphera and Blackstone are leaders in the Environmental, Social and Governance (ESG) space. We’re seeking a Customer Success Manager to own relationships across a portfolio of SaaS customers and help them achieve measurable value throughout their journey. You’ll partner with customers to define success goals, guide onboarding and adoption, lead regular check-ins and partnership reviews, and use product usage and customer health data to spot risks and recommend next steps. You’ll coordinate with Support, Product, Services, Renewals and Value Engineering to resolve issues and represent customer feedback internally, while partnering with Sales or Account Management on renewals and relevant growth opportunities.

Requirements

2–5 years of experience in Customer Success, Account Management, Support, or a related customer-facing role—preferably in SaaS.
Strong communication and interpersonal skills; ability to build rapport with diverse customers.
Passion for technology and willingness to learn SaaS products deeply.
Problem-solving mindset with the ability to manage multiple tasks and priorities.
Experience with CRM or CSP tools (e.g., Salesforce).
Bachelor’s degree or equivalent experience.

Nice To Haves

Experience with enterprise SaaS or EHS, sustainability, or product stewardship software is a plus.

Responsibilities

Assist with the onboarding phase and ensure clients meet their key success criteria.
Educate customers on product features, updates, and use cases to drive adoption.
Build strong, trusted relationships with customers through regular check-ins and proactive communication.
Act as a point of contact for your accounts, helping them navigate the platform and resolve questions.
Monitor customer health scores and identify opportunities to improve satisfaction and engagement.
Collaborate with Support, Product, and Engineering teams to ensure timely resolution of customer issues.
Escalate product bugs or feature requests and follow up to communicate outcomes to customers.
Track customer activity and adoption metrics using CRM/CSP tools (e.g., Salesforce, Clari, Vitally, etc.).
Assist with customer business reviews and preparation of performance reports.
Identify patterns in customer behaviour and surface insights to improve processes.
Contribute to renewal activities by ensuring customers achieve their desired outcomes.
Identify expansion opportunities and collaborate with Sales on cross-sell or upsell motions.