Customer Success Manager

New

SharetruSaaS

United StatesFull-TimeManager

Salary not disclosed

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Job Details

Experience: 3–7 years

Requirements

3–7 years in a customer success, account management, or customer-facing role at a B2B SaaS company
Direct ownership of a renewal book (not supporting someone else’s)
Demonstrated experience managing renewals
Demonstrated experience conducting QBRs
Demonstrated experience maintaining high gross retention rates
Working knowledge of at least one regulated framework (FedRAMP, HIPAA/ePHI, ITAR, CMMC, SOC 2, FINRA, or similar)
Experience building or significantly improving a customer success process, playbook, or system from scratch
Strong organizational skills with the ability to manage a large book of business
Exceptional communication skills: translating technical compliance concepts for non-technical stakeholders
Self-starter mentality
Background in GovTech, healthcare IT, defense/aerospace software, or financial services technology (Strong Preference)
Experience with customer success platforms such as Custify, ChurnZero, Vitally, Gainsight, or Totango (Strong Preference)
Familiarity with SFTP/FTPS file transfer workflows or technical product environments (Strong Preference)
Track record of managing 150+ accounts simultaneously while maintaining high renewal rates (Strong Preference)

Responsibilities

Own the end-to-end onboarding experience for every new Sharetru customer—from signed contract to full adoption and value realization
Design and implement a repeatable onboarding playbook tailored to compliance-driven use cases
Create onboarding checklists, welcome sequences, and milestone-based check-ins that scale across customer segments
Reduce time-to-value by proactively guiding customers through configuration, integrations, and compliance-specific workflows
Identify and address adoption risks early
Own the renewal pipeline end-to-end—forecasting, proactive outreach, negotiation, and close—with personal accountability for renewal targets and gross revenue retention
Build and manage a renewal tracking system with 90/60/30-day outreach cadences
Identify at-risk accounts through usage data, engagement signals, and relationship health—and intervene before it’s too late
Design and document Sharetru’s customer success playbook from scratch
Select, implement, and manage a customer success platform
Conduct Quarterly Business Reviews for strategic accounts
Be the voice of the customer internally—synthesize feedback, usage trends, and churn signals into actionable insights for product, engineering, and leadership

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