Customer Success Manager

ActivTrak • Austin, TX

5d • Remote

About The Position

ActivTrak is seeking a Customer Success Manager (CSM) to manage our high-value customer portfolio. In this role, you'll build strong customer relationships, drive successful outcomes, and ensure satisfaction and retention through 1:1 customer success methodologies. This position is ideal for professionals who excel in fast-paced environments and have experience efficiently managing mid-market or enterprise books of business.

Requirements

• 3+ years of experience in Customer Success or related roles with mid-market or enterprise customers
• Proven ability to manage numerous accounts using CS tools and methodologies
• Track record of driving retention, upsells, and renewals within a scalable model
• Strong data analysis skills to optimize account performance
• Excellent cross-functional collaboration abilities
• Experience with conflict resolution and crisis management
• Exceptional presentation skills and data storytelling abilities
• Strong time management and prioritization skills

Responsibilities

• Develop deep product knowledge to map features to business outcomes and communicate roadmap insights
• Apply industry expertise to address customer challenges and position solutions against competitive offerings
• Analyze product usage data to identify patterns, calculate ROI, and quantify multiple value streams
• Manage technical integration understanding and basic troubleshooting
• Create and maintain detailed customer-facing documentation and resources
• Create commercial solutions tailored to evolving customer needs
• Develop and implement effective renewal strategies
• Build multi-threaded CxO relationships to penetrate accounts strategically and develop new use cases over time
• Collaborate with sales on handoffs and growth opportunities
• Implement scalable customer success workflows and operational excellence
• Develop custom training programs and measure their effectiveness
• Monitor customer health metrics to identify and mitigate risks
• Conduct strategic business reviews and success planning sessions
• Advocate for customers by providing product feedback to internal teams
• Build trust with key stakeholders through executive-level interactions
• Communicate clearly and concisely in both written and verbal formats
• Demonstrate critical thinking and develop creative solutions
• Guide customers through organizational change and address resistance
• Make autonomous decisions while knowing when to escalate appropriately

Benefits

• Competitive compensation and benefits
• Position is remote within the U.S.
• Minimal travel required

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees