Customer Success Manager, Essential
Hybrid · Philadelphia, Pennsylvania, United States
Job Summary
Customer Success Manager, Essentials manages a broad SaaS portfolio with digital engagement, scalable success programs, and proactive outreach to ensure clients achieve defined outcomes and value. You will leverage data and customer signals to identify risk, trigger actions at scale, deliver high-quality support through structured interactions and self-service enablement, and position customers for renewals and expansion. Responsibilities include operating at scale across segments, hosting office hours/webinars to educate users, collaborating cross-functionally to deliver a consistent customer experience, maintaining data accuracy and process adherence, and driving growth through data-driven success motions. The role emphasizes ROI, retention, and expansion opportunities, with 1:1 engagement as needed in high-impact scenarios, and a proactive focus on enabling customers to maximize platform utilization.
Required Qualifications
- Must-Haves: 1–3+ years experience in SaaS, consulting, operations, or an equivalent field
- Proven ability to manage a high volume of customer interactions while maintaining quality and consistency
- Strong execution mindset with the ability to follow and improve structured processes
- Comfort working in a data-driven, high-volume environment, prioritizing effectively across a large portfolio
- Customer-first mindset with a focus on delivering value and positive outcomes
- Strong communication skills and attention to detail
- Curiosity and a willingness to learn new tools, technologies, and approaches, with a genuine enthusiasm for AI and a habit of experimenting with new tools, staying on top of emerging developments, and finding practical ways to amplify impact.
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