Customer Success Manager

Aline • Louisville, KY

107d

About The Position

As a Customer Success Manager at Aline, you will play a pivotal role in managing and nurturing a portfolio of 20-40 high-engagement customers. Your primary responsibility will be to ensure customer satisfaction, drive adoption, and foster long-term partnerships that lead to retention and growth. You will leverage your expertise in customer success, customer training, and industry best practices to deliver exceptional results and drive customer value.

Requirements

• 2–4 years of professional experience in Customer Success, Account Management, or client-facing roles.
• Experience with SaaS or tech platforms strongly preferred.
• Exposure to customer lifecycle (onboarding, adoption, renewal).
• Proven experience managing a portfolio of 20-40 mid-market customers, with a track record of success.
• Experience using a Customer Success Management Platform.
• Strong communication skills, ensuring that customer needs and expectations are consistently met.
• Ability to work in a fast-paced, dynamic environment.
• Strong problem-solving skills, with a proactive and solutions-oriented mindset.

Responsibilities

• Act as the day-to-day contact for a portfolio of 20-40 customers, building trust and rapport.
• Serve as a trusted advisor, aligning customer goals with Aline’s products/services.
• Respond to customer needs and coordinate internally for resolution.
• Drive adoption and utilization of products/services purchased to ensure customers realize measurable value.
• Proactively identify expansion opportunities (upsell/cross-sell) in collaboration with Sales.
• Reduce churn by developing and implementing strategies for at-risk accounts.
• Develop and execute customer success plans across all customers in your portfolio.
• Conduct regular check-ins and product trainings.
• Execute customer success plans focused on adoption and satisfaction.
• Partner closely with Support and Product teams to escalate issues.
• Track health metrics and proactively address risks, flagging trends and risks to senior team members.
• Document customer interactions and progress in CRM/CS tools.
• Share customer feedback with Product and CX teams.
• Help refine playbooks and improve onboarding and support processes.

What This Job Offers

• Career Level: Mid Level
• Number of Employees: 51-100 employees