Customer Success Manager

3E • Cleveland, OH

10d • $74,000 - $84,000 • Remote

About The Position

At 3E, we help customers realize lasting value from the products and services they rely on every day. We’re looking for a Customer Success Manager to build strong customer relationships, drive product adoption, and support retention and growth across a defined book of business. In this role, you will partner closely with an Account Manager to help customers get the most from their investment in 3E solutions. You’ll serve as a trusted advisor, guiding customers toward stronger usage, deeper engagement, and better business outcomes, while also identifying potential risks, supporting renewal readiness, and uncovering opportunities to expand value over time. This is an excellent opportunity for someone who combines relationship-building skills with commercial awareness, enjoys working across multiple products, and is energized by helping customers succeed.

Requirements

• 2+ years of experience in Customer Success, Account Management, client services, or another customer-facing role
• Experience in SaaS, technology, information services, or a similar environment
• Strong relationship-building skills and the ability to establish credibility with a range of customer stakeholders
• A customer-first mindset paired with strong business and commercial awareness
• Experience driving product adoption, engagement, and customer outcomes
• Ability to work cross-functionally and collaborate effectively with Sales, Product, Support, and other internal teams
• Strong communication skills, with the ability to explain value clearly and confidently
• Comfort navigating ambiguity, shifting priorities, and a fast-paced environment
• Ability to learn multiple products and become a strong generalist across a broad solution set

Nice To Haves

• Experience supporting renewals, retention, or expansion within a recurring-revenue business
• Familiarity with customer success metrics such as NRR, usage trends, and engagement cadence
• Experience using CRM and customer success tools such as Salesforce or similar platforms
• Exposure to environmental, regulatory, compliance, or other complex B2B software environments
• Experience supporting mid-market or enterprise customers
• Experience working with geographically distributed customers and traveling for onsite meetings

Responsibilities

• Build trusted relationships with customer stakeholders across your assigned book of business
• Partner closely with your Account Manager to support renewals, retention, and growth opportunities
• Drive adoption and engagement across 3E solutions by helping customers understand how to use our products effectively
• Execute customer success plans that align product value to each customer’s goals and priorities
• Conduct proactive outreach and regular customer meetings to maintain engagement and momentum
• Identify at-risk accounts early by monitoring product usage, customer engagement, and feedback signals
• Develop and execute action plans to mitigate risk and improve customer outcomes
• Act as the voice of the customer internally, partnering with Product, Support, Sales, and other teams to remove barriers and improve the customer experience
• Build working knowledge across 3E’s product portfolio, becoming a trusted resource for customers and internal partners
• Share customer insights and product feedback to help improve internal processes, support strategies, and service delivery

Benefits

• Health, dental, and vision insurance
• Life insurance and disability coverage
• Open PTO and parental leave
• 401(k) plan with company matching
• Employee assistance program
• Voluntary supplemental benefits (Accident, Hospital Indemnity, Critical Illness)

What This Job Offers

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