Customer Success Manager, Mid-Market
New
C
CentralizeB2B SaaS
Remote, SF, NYCFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- Project ManagementCustomer Success
Requirements
- 5+ years of experience in Customer Success, Implementation, Technical Account Management, or a related customer-facing role.
- Experience onboarding and supporting customers in a B2B SaaS environment.
- Strong project management skills.
- Comfort managing a growing book of 15 to 30 accounts.
- Experience leading conversations with both end users and executive stakeholders.
- Highly organized and proactive with a natural inclination to take ownership.
- Strong problem-solving skills with the ability to operate with limited structure.
- Excited to work in a fast-moving startup environment and help build a function from the ground up.
- Strong technical curiosity and ability to learn complex workflows quickly.
Responsibilities
- Serve as the primary point of contact for top customers owning their outcomes end-to-end.
- Build and execute success plans focused on implementation and adoption to realize value quickly.
- Run customer trainings, onboarding sessions, and executive business reviews.
- Monitor and prioritize the book using customer health signals to identify at-risk accounts.
- Drive product adoption, engagement, retention, and expansion opportunities across the portfolio.
- Own renewals and support expansion conversations in partnership with Account Executives.
- Build and maintain onboarding, implementation, and success playbooks.
- Own the support experience, triaging, routing, and quarterbacking resolution in partnership with Engineering.
- Synthesize customer feedback and partner with Product and Engineering on feature requests and roadmap input.
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