Customer Success Manager
Remote · United States
Job Summary
Own renewal processes end-to-end for assigned customers, ensuring proactive communication, accurate forecasting, and timely closure. Lead renewal strategy discussions with customers and internal stakeholders. Monitor customer health to anticipate churn risks and implement prevention plans. Identify, qualify, and close small to mid-level expansion opportunities, including upsells and cross-sells. Partner with Sales or Account Management on multi-product or complex expansion motions. Execute annual price increase communications with confidence and clarity. Track expansion and renewal performance, ensuring revenue targets are met. Conduct Executive Business Reviews (EBRs) that showcase measurable ROI. Build trusted relationships with key decision-makers and influencers. Serve as the voice of the customer in internal discussions with Product, Support, Operations, and Leadership. Maintain disciplined use of CRM and Customer Success platforms for tracking account plans, health, and renewals. Mentor team members on best practices and playbook execution. Contribute to process improvement initiatives that enhance efficiency and scalability. Competencies include Strategic Customer Partnership, Business and Analytical Acumen, AI Application, Communication and Influence, Operational Excellence, Product and Technical Proficiency, Growth and Expansion Mindset, Leadership and Collaboration.
Required Qualifications
- Bachelor's degree required
- 3–7 years in Customer Success or Account Management roles within SaaS or enterprise software environments
- Proven track record of driving customer adoption, retention, and growth across a portfolio of B2B clients
- Strong communication and relationship-building skills, with the ability to engage effectively across all organizational levels — from end users to C-suite
- Demonstrated ability to translate complex technical capabilities into clear business outcomes
- Analytical mindset with experience in data-driven decision-making and customer health monitoring tools (e.g., Gainsight, Totango, or equivalent)
- Comfortable managing multiple customers and priorities in a dynamic, fast-paced environment
- Exceptional presentation, organizational, and project management skills
- Bachelor's degree required; MBA or relevant certifications (CSM, PMP, etc.) preferred
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