Customer Success Manager
About The Position
As the Customer Success Manager, adopt STEAMe deeply, see measurable value, and stay successful and satisfied long-term. You will quarterback the customer relationship post sale. This includes coordinating with STEAMe departments to implement STEAMe, train, provide product support and resources, monitor—making sure customers have a smooth customer experience. You’ll serve as a strategic partner to customer leaders, guiding them through best practices, progress toward goals, and the moments that matter most for retention and growth. You will also own renewals and expansion, ensuring renewal revenue is locked in through proactive planning and customer management—while identifying opportunities to upsell, expand usage, and grow the partnership over time. Because we’re a fast-growing and agile startup, you’ll work cross-functionally to deliver outcomes—partnering with Implementation for smooth handoffs, Product Support for escalations, and Product/Engineering to bring forward customer insights that shape improvements and roadmap priorities. You’ll turn customer needs into clear action plans, helping customers move from “we’re using it” to “we’re creating impact with it.” If you thrive on building trust, driving adoption, and translating customer goals into real results—this role is for you. Bonus points if you’re a seasoned relationship-builder who is energized by helping customers succeed at scale.
Requirements
- 3–6+ years in Customer Success, account management, or SaaS customer management
- Confident customer-facing presence with a consultative communication style
- Experience with CRMs or Customer Success software
- Data-comfortable: usage metrics, success measurement, and proactive outreach
- Able to manage multiple accounts independently
- Excellent verbal and written communication skills and stakeholder management skills
- Creative thinker with a passion for improving user experience
- Excellent collaborator with a service-first mindset
Nice To Haves
- Work experience in social impact, tech start-ups, workforce development, or SaaS a plus
Responsibilities
- Own post-launch customer relationships: success planning, adoption, expansion, and retention strategy
- Run regular customer touchpoints and business reviews to track progress and outcomes
- Monitor usage trends and customer health; intervene when adoption dips
- Own ongoing customer training strategy post-launch, including refreshers and new feature rollouts
- Drive continuous enablement to improve adoption, workflow consistency, and impact
- Partner with Support/Implementation to ensure smooth handoffs and escalation management
- Capture customer feedback and advocate internally to improve product experience
- Identify expansion opportunities and help support renewals where appropriate
- Track success metrics (health scores, engagement, milestones, renewal signals)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
