Customer Success Manager

8am

11d • $54,000 - $70,000 • Remote

About The Position

As a Customer Success Manager at 8am, you will guide customers through every stage of the lifecycle, from onboarding and adoption to value realization, expansion, and retention. You will use data and engagement insights to proactively identify risks and opportunities, helping customers maximize the value of 8am’s solutions. In this role, you’ll drive adoption, support growth initiatives, and partner closely with cross-functional teams to improve the overall customer experience. You will also serve as a trusted advisor and advocate for your customers, ensuring their needs are represented across the organization. This role is ideal for someone who is customer-focused, data-driven, and motivated to drive both customer and business outcomes.

Requirements

• 3+ years of experience in Customer Success, Account Management, SaaS Support, or a related customer-facing role.
• Experience working in digital-first or hybrid customer engagement models preferred.
• Strong ability to analyze customer data and translate insights into action.
• Proven ability to build trust and credibility with customers in remote and scaled environments.
• Excellent written and verbal communication skills.
• Strong organizational, prioritization, and time management skills.
• Comfortable learning and navigating new technologies and systems.
• Ability to work effectively in a fast-paced, evolving environment.
• SaaS experience required; payments, fintech, or legal industry experience preferred.
• Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation.

Responsibilities

• Guide customers through key stages of the customer lifecycle, including onboarding, adoption, value realization, expansion, and retention.
• Lead and support the development, execution, and monitoring of customer success plans across digital and hybrid engagement models.
• Proactively identify risks and opportunities through customer data, usage trends, and engagement signals.
• Drive customer engagement and adoption of core workflows, features, and solutions to maximize realized value.
• Support retention and growth initiatives by reinforcing best practices, expansion pathways, and renewal readiness.
• Collaborate with cross-functional teams to share customer insights and influence roadmap and programs.
• Serve as a customer advocate and voice of the customer within the organization.
• Provide consultative guidance to customers on optimizing their use of 8am solutions.
• Support scaled outreach and lifecycle programs, including campaigns, webinars, enablement sessions, and in-app journeys.
• Monitor customer health indicators, engagement levels, and success milestones.
• Contribute to continuous improvement of Customer Success playbooks, processes, and digital programs.
• Maintain timely and accurate documentation in customer success platforms and CRM systems.
• Serve as a brand ambassador in all customer interactions.

Benefits

• Health Insurance Coverage: variety of medical, dental, and vision plans, including a 100% company-paid HDHP plan for employees.
• Financial perks: competitive compensation and benefits package including annual bonuses, equity options and 401(k) or RRSP if in Canada, with a company match for all team members.
• Time for what matters: Flexible Time Off, paid holidays, and a parental leave program for new parents.
• Wellness: Wellness stipends, mental health support, and one-on-one nutrition coaching.
• Learning and Development: Continuous learning through 8am.edu, leadership programs, professional development funds, and individually focused talent development.
• Giving back to the communities around us: Participate in our charitable matching gift program, paid time off for volunteer service, and company-sponsored volunteer events (both local and virtually).
• Engagement: Virtual and in-person team-building events, quarterly award recognition through our Rise & Shine Award of Excellence Program, and our peer-to-peer appreciation platform.

What This Job Offers

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