Customer Success Manager
New
D
DemandBridgeSoftware
Canada or the United States (remote)Full-TimeMiddle
Salary75,000 - 85,000 USD per year
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Job Details
- Experience
- Two to five years of experience
- Required Skills
- Data AnalysisSalesforceCustomer SuccessSaaSHubSpotAccount ManagementCRM
Requirements
- Two to five years of experience in Customer Success, Account Management, or a related customer-facing role, ideally within SaaS.
- Experience managing a portfolio that includes both enterprise and small or medium-sized customers.
- Proven ability to build trust with stakeholders at different levels of an organization.
- Strong communication skills and the ability to explain complex products or issues clearly.
- Experience identifying and closing upsell or cross-sell opportunities.
- Strong organizational skills and the ability to manage competing priorities.
- Experience with a CRM such as Salesforce or HubSpot.
- Confidence using data to guide decisions.
- Experience with distributor software or business models (strongly preferred).
- Knowledge of Customer Success measures such as NPS, CSAT, churn, and net revenue retention (strongly preferred).
- Experience improving processes within a growing Customer Success team (strongly preferred).
Responsibilities
- Develop a strong understanding of each customer’s goals, operations, challenges, and measures of success.
- Build trusted relationships with stakeholders ranging from small business owners to senior enterprise leaders.
- Serve as the main point of contact and trusted advisor for your assigned accounts.
- Identify and develop upsell and cross-sell opportunities based on genuine customer needs.
- Spot churn risks early using product data, usage trends, and customer health indicators.
- Partner with Sales, Professional Services, and Support to provide a coordinated experience from onboarding through renewal.
- Track key Customer Success metrics, including product usage, NPS, CSAT, renewals, churn risk, and account growth.
- Bring clear, actionable customer feedback to Product, Support, and Leadership.
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