Customer Success Manager
New
3
3ESaaS, regulatory compliance
Remote VA, Remote OH, Remote NC, Remote PA, Remote MA, Remote GA, Remote FL, Washington DC Metro Area, Bethesda, Maryland, Charlottesville, VA (Hybrid). This is a fully remote position ... with the option to work in a hybrid arrangement if located near a 3E office., Eastern and Central time zonesFull-TimeManager
Salary$60K - $70K; $60K – $70K • Offers Commission • Offers Bonus • 30% of base OTVE paid quarterly. The estimated annual On-Target Earnings (OTE), including base salary and variable compensation, for this role are $78,000–$84,000.
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Job Details
- Experience
- 3+ years of experience in Customer Success, Account Management, client services, software training, or a related customer-facing role
- Required Skills
- SalesforceMicrosoft ExcelCustomer SuccessPowerPointAccount Management
Requirements
- Have 3+ years of experience in Customer Success, Account Management, client services, software training, or a related customer-facing role.
- Bring experience in a SaaS, technology, information services, or similar environment.
- Build relationships with customer stakeholders and engage confidently and empathetically.
- Help customers learn software, adopt new capabilities, and achieve meaningful outcomes.
- Explain complex information in a practical, approachable way and deliver presentations.
- Organize customer meetings, manage competing priorities, and follow through on commitments.
- Navigate challenging conversations, set realistic expectations, and collaborate with internal partners.
- Demonstrate curiosity and adaptability when learning multiple products and finding solutions.
- Have working knowledge of Microsoft 365 applications, including Excel, Outlook, Word, and PowerPoint.
- Experience supporting customer renewals, retention, or expansion is preferred.
- Familiarity with net revenue retention (NRR), product adoption, and customer engagement measures is preferred.
- Experience with Salesforce, Gong, or similar CRM and customer engagement platforms is preferred.
- Experience with mid-market or enterprise customers, complex B2B software, or environmental, regulatory, compliance, or chemical domains is preferred.
Responsibilities
- Develop trusted partnerships with customer stakeholders and understand their business priorities.
- Guide customers through product capabilities, deliver training, and support adoption of features and workflows.
- Create and execute customer success plans, lead proactive outreach, and identify opportunities to increase product usage and engagement.
- Collaborate with two Account Managers to strengthen customer relationships, expand value, and contribute to renewal success.
- Monitor engagement, product usage, and customer feedback to recognize risks and coordinate solutions.
- Work across Customer Success, Onboarding, Support, and Product to coordinate resources and follow through on customer needs.
- Share customer insights, feedback, and emerging needs with internal teams.
- Build knowledge of 3E's product portfolio, including Protect and Insight.
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