Customer Success Manager
RemoteUnited States or Atlanta, Georgia, United States
Job Summary
Serve as the primary point of contact for assigned customer accounts post-sale, building trusted advisor relationships with stakeholders and executives. Drive product adoption aligned to customer goals while proactively identifying retention risks to mitigate churn. Lead onboarding, ongoing enablement, and regular business reviews, owning solution design and configuration to translate compliance requirements into platform settings. Manage your own book of business to grow accounts, own renewals, and identify expansion opportunities based on customer outcomes. Maintain accurate forecasting and account health reporting in the CRM, partnering with Sales, Support, Product, and Engineering to advocate for customers and resolve issues. Contribute to playbooks and scalable CS motions while providing structured feedback on product gaps.
Required Qualifications
- 3–6+ years of experience in Customer Success, Account Management, or a related client-facing role
- Prior experience in an onboarding or implementation role
- Experience managing a book of business with renewal and retention responsibility
- Experience working with insurance certificates (COIs), policy documents, or contract/compliance requirements - ability to read & interpret coverage terms, limits, and endorsements
- Ability to translate complex business or contractual requirements into system configurations (workflow rules, decisioning logic, or similar platform setup)
- Strong communication and presentation skills, including executive-level conversations
- Proven ability to manage multiple accounts and priorities simultaneously
- Experience in SaaS, B2B technology, identity, security, or compliance solutions
- Familiarity with customer health scoring and success metrics
- Experience supporting mid-market and/or enterprise customers
- Data-driven mindset with the ability to translate insights into action
- Candidates must be based in the greater Atlanta area
Desired Qualifications
- Comfort working with CRM and CS platforms (Salesforce experience strongly preferred)
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