Customer Success Manager

Transfr • New York, NY

12d • Remote

About The Position

We are seeking a Customer Success Manager to join our team at Transfr! This is a unique opportunity to play a key role in scaling customer success operations while directly impacting customer adoption, retention, and long-term value realization. The Customer Success Manager is responsible for managing a high-volume portfolio of 150+ customers, ensuring they successfully onboard, adopt, and maximize the value of the Transfr platform. This role is ideal for a highly organized, data-driven professional who thrives in a fast-paced environment and can deliver exceptional customer experiences at scale. The ideal candidate brings a strong operational mindset and is comfortable leveraging automation, customer success tools, and a tech-touch approach to ensure customers understand the ongoing value while maintaining a high standard of health across a large book of business. They are proactive, analytical, and passionate about driving customer health, engagement, and outcomes across a large book of business. Location: The expected territory for this role is the East Coast region, covering approximately 25 states. Therefore, we will only consider candidates based within this region. The ideal candidate is located in the Eastern Time Zone. The base salary range for this position is $85,000 - $90,000. This role is eligible to participate in the company’s bonus and equity program. Actual compensation may vary based on factors including experience, skills, education, location, and internal equity considerations.

Requirements

• 3+ years of experience in Customer Success or Account Management, including 1 + year managing high-volume portfolios (100+ accounts)
• Experience using Customer Success automation platforms such as ClientSuccess, Gainsight, ChurnZero, or similar tools
• Strong written and verbal communication skills
• Experience onboarding customers
• Proven ability to build and maintain strong customer relationships
• Willingness and ability to travel periodically to customer and partner sites (approximately 25% travel)
• Must be authorized to work in the United States without restriction

Nice To Haves

• Experience supporting and presenting Quarterly Business Reviews (QBRs)
• Experience partnering closely with renewals or account expansion teams

Responsibilities

• Manage a book of business exceeding 150 accounts by utilizing internal tools and automated workflows to provide consistent and high-quality support across the entire customer lifecycle.
• Leverage provided resources, playbooks, and technology to rapidly move customers from signature to "First Value," to ensure a streamlined onboarding experience that sets the foundation for long-term utilization.
• Monitor customer health signals and automated triggers to proactively identify at-risk accounts. Prioritize outreach based on usage data and notifications to mitigate churn across a large portfolio.
• Execute "one-to-many" communication strategies, such as office hours, automated email campaigns, and digital value reviews to drive engagement and adoption without sacrificing personalized quality.
• Partner closely with Account Management (AM) to hand off renewal-ready accounts and collaborate with Support and Product teams to resolve common technical hurdles at scale.
• Maintain rigorous documentation and activity logging within the CSRM/CRM to ensure leadership visibility into the health and trends of the high-volume segment.

Benefits

• Medical, dental, and vision insurance
• Annual professional development budget for each employee
• 401(k) savings plan
• Life, AD&D, and disability insurance coverage
• Company-provided laptop and other necessary equipment
• Paid time off (PTO) to support work-life balance
• Paid company holidays
• Company-paid parental leave
• Flexible work arrangements in a remote-first environment with employees across the U.S.

What This Job Offers

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