Customer Success Manager
New
Fully remote work opportunity within the United States.Full-TimeManager
Salary110,000 - 120,000 USD per year
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Job Details
- Experience
- Minimum of 5 years of experience in Customer Success, Technical Account Management, Account Management, or a related SaaS post-sales role.
- Required Skills
- CI/CDDevOpsAccount ManagementCRMCustomer SuccessSaaS
Requirements
- Minimum of 5 years of experience in Customer Success, Technical Account Management, Account Management, or a related SaaS post-sales role.
- Proven track record of driving customer adoption, retention, satisfaction, and successful renewal outcomes within complex customer environments.
- Strong relationship-building skills with the ability to engage and influence both technical and executive stakeholders.
- Excellent presentation, communication, and storytelling abilities, including experience leading executive-level business reviews.
- Demonstrated ability to translate complex technical concepts into clear recommendations, action plans, and business outcomes.
- Experience managing multiple customer accounts while prioritizing competing demands and maintaining high service standards.
- Strong problem-solving, organizational, and project management skills with attention to detail and follow-through.
- Ability to work independently, navigate ambiguity, and drive results in a dynamic and evolving environment.
- Experience collaborating across sales, support, product, and engineering teams to advocate for customer needs.
- Familiarity with DevOps, software delivery, CI/CD, governance, reliability, or related software development concepts is highly desirable.
- Experience using customer success platforms, CRM systems, and account management tools to track customer engagement and outcomes.
Responsibilities
- Develop and execute customer success plans aligned with customer goals, milestones, adoption targets, and measurable business outcomes.
- Establish a consistent engagement cadence that supports onboarding, adoption, product utilization, and long-term customer success.
- Monitor customer health, usage trends, and engagement metrics to proactively identify risks and opportunities for growth.
- Lead Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and value-focused discussions that demonstrate the impact of platform adoption.
- Communicate business value through structured reports, executive presentations, and strategic recommendations.
- Maintain strong relationships with technical, operational, and executive stakeholders across customer organizations.
- Own renewal readiness by tracking timelines, identifying risks early, and coordinating action plans to ensure successful retention outcomes.
- Collaborate closely with sales teams to support renewal and expansion opportunities through value-based customer engagement.
- Manage customer escalations, coordinate cross-functional support, and ensure timely resolution of challenges.
- Maintain accurate customer records, account health data, and engagement activities while promoting operational excellence and account hygiene.
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