Customer Success Manager
New
I
InstrumentlSaaS
Remote - USAFull-TimeMiddle
Salary$80,000–$100,000 USD base + equity
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Job Details
- Experience
- 3+ years
- Required Skills
- Account ManagementCustomer SuccessSaaSHubSpotGoogle WorkspaceSlack
Requirements
- 3+ years in a customer-facing Customer Success or Account Management role in SaaS.
- Experience managing a portfolio of 300+ accounts.
- Proven relationship-building skills, including managing challenging conversations.
- Experience building rapport with leadership-level customers.
- Strong written and verbal communication skills.
- Comfort with ambiguity and change in a fast-paced environment.
- Proactive, ownership-driven approach to process improvement.
Responsibilities
- Own post-sale onboarding, engagement, retention, and expansion across your portfolio of accounts.
- Build personal relationships with customers and craft narratives that help them realize value.
- Nurture and grow accounts through 1:1 interactions, including challenging conversations at the leadership level.
- Meet and exceed customer satisfaction, adoption, renewal, and expansion targets.
- Evaluate adoption metrics, budgets, and stakeholder networks to manage account health and surface risk early.
- Conduct business reviews and proactively identify ways to support each customer.
- Consult on change management and share product knowledge and best practices.
- Co-create engagement strategies with Customer Enablement Managers.
- Serve as the voice of the customer, channeling feedback to revenue and product teams.
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