Customer Success Manager

STEAMe LLC•Chicago, IL

6d•$85,000 - $90,000•Hybrid

About The Position

STEAMe is hiring an experienced Customer Success Manager to help build and shape its growing Customer Success function. The role focuses on customer adoption, time to value, and measurable impact. The Customer Success Manager owns post-launch customer relationships, helping customers achieve results quickly and identify additional value from STEAMe. This includes understanding customer programs, processes, reporting, and data flows, then translating those needs into effective platform configurations and workflows. The Customer Success Manager serves as the product expert for their accounts, introduces new capabilities, demonstrates how they address customer challenges, and supports customers with different levels of technical comfort. The role partners with Implementation, Product Support, and Product/Engineering to create a seamless customer experience and bring customer insights into the product roadmap. It also leads Quarterly Business Reviews and supports renewals and account expansion by deepening adoption and growing use cases. The position is based in Chicago, Illinois, in a hybrid work environment with three remote days and two in-office days. It requires up to 20% travel for client and partner engagements. The target salary range is $85,000–$90,000; final compensation depends on experience, skill set, and alignment with the role’s scope and level.

Requirements

2–4 years of experience in customer success, implementation, account management, or another customer-facing SaaS role.
Deep software implementation experience, such as work as an implementation consultant, solutions engineer, onboarding specialist, or in a similar role configuring software around customer workflows.
Experience planning and leading Quarterly Business Reviews or executive check-ins.
Experience training users with a wide range of technical comfort.
Familiarity with CRMs or customer success tools.
Ability to build trust with customer leaders and frontline staff and persuade them to adopt new ways of working.
Ability to navigate ambiguity, unfamiliar workflows, and evolving customer needs.
Strong problem-solving skills, including prioritizing problems and identifying risks early.
Comfort with software and ability to learn a product in depth.
Ability to translate customer workflows into technology-supported processes.
Ability to explain complex tools simply to technical and non-technical users.
Comfort using usage data and outcomes to identify risk, demonstrate value, and guide conversations.
Ability to collaborate across teams with a service-minded approach.

Nice To Haves

Experience in an early-stage or first-hire customer success role, ideally at a startup or B2B SaaS company.
Background in social impact, workforce development, education, or government.

Responsibilities

Own post-launch customer relationships, from success planning through adoption, retention, and growth.
Set clear success milestones with each customer and help them reach first value quickly.
Monitor usage trends and customer health, intervening early when adoption dips.
Capture customer feedback and advocate for it with Product/Engineering.
Learn each customer's processes, programs, and data flows in depth.
Map customer workflows to STEAMe features and configurations, and recommend improved ways of working.
Identify underused platform capabilities and show customers how to gain more value from them.
Serve as the product expert for assigned accounts.
Lead rollout of new features, products, and functionality, connecting them to customer use cases.
Provide ongoing post-launch training, including refreshers, new-user onboarding, and sessions tailored to different levels of technical comfort.
Build support for change among customer leaders and frontline users.
Plan and lead Quarterly Business Reviews that cover progress against goals, usage, and outcomes.
Use QBRs to align on priorities, surface risks, and agree on next steps for adoption and expansion.
Identify new use cases and expansion opportunities by deepening platform utilization.
Support renewals by keeping value visible and customer relationships strong.
Track success metrics such as health scores, engagement, milestones, and renewal signals.
Collaborate with Implementation, Product Support, and Product/Engineering to support a seamless customer experience and bring customer insights into the product roadmap.