Customer Success Manager

Service Express•Grand Rapids, MI

6d•Hybrid

About The Position

This is a hybrid role based in Grand Rapids, MI. We're also open to Remote candidates who are located outside of Michigan. If you enjoy building strong relationships, staying close to customers after the sale, and making sure nothing falls through the cracks, this Customer Success Manager role may be a great fit. This is an opportunity to play a key role in how Service Express supports and retains enterprise customers while helping build a growing customer success function. This role focuses on proactive, ongoing engagement with existing customers across the full post-sale journey from onboarding and service delivery to billing, quarterly reviews, and renewals. By owning day-to-day touchpoints, you’ll help ensure customers see value from their services and create capacity for sellers to focus on new business. This is a newer role at Service Express, and while we’re learning and improving as we go, you won’t be doing it alone. We’re looking for someone who’s comfortable with ambiguity, willing to raise their hand with ideas, and excited to help shape how customer success works as we grow.

Requirements

2+ years of experience in customer success, account management, renewals, or enterprise customer engagement
A sales-minded, customer-first approach; you don’t need to be a salesperson, but you should be comfortable uncovering opportunities and surfacing risks
Comfort partnering closely with sellers, Account Managers, and cross-functional teams
Ability to prioritize effectively across multiple customers and competing timelines

Responsibilities

Manage post-sale relationships for a portfolio of enterprise customers in partnership with Account Managers and a pod of sellers
Advocate for customers across onboarding, service delivery, billing, and renewals to ensure a consistent and positive experience
Drive timely and successful renewals by forecasting outcomes, identifying risks early, and collaborating on accurate quotes and contracts
Lead onboarding for new enterprise accounts, ensuring customers start with clarity and confidence
Maintain proactive, ongoing engagement through regular check-ins and quarterly business reviews
Serve as the primary post-sale point of contact for assigned customers
Own customer issues and escalations end-to-end, coordinating with internal teams to resolve concerns efficiently
Surface renewal risks, competitive insights, and expansion opportunities to sellers based on customer conversations
Support account planning and strategy sessions by sharing customer context and recommendations
Balance and prioritize engagement across a large book of customers, focusing time where it has the greatest impact
Maintain accurate account, renewal, and health data in Salesforce, Trakker, or similar tools
Provide regular updates and reporting on renewal progress, customer risks, and key account activity
Contribute ideas and feedback to help build and improve Customer Success processes as the function evolves