Customer Success Manager, Mid-Market North Central & Northwest
$119,040–$140,000 year
RemoteUnited States
Job Summary
Act as the primary liaison for assigned customers, developing strategic relationships and guiding platform adoption while delivering regular business reviews to communicate ROI and align on success metrics. Understand industry-specific goals and challenges to provide tailored recommendations, promote key feature usage, and maintain expert knowledge of the product roadmap to communicate relevant updates. Proactively monitor customer health, manage escalations, and collaborate with cross-functional teams to resolve issues and share actionable insights for product improvements. Manage large portfolios at the executive level, ensuring satisfaction throughout the customer lifecycle while contributing valuable feedback for future enhancements.
Required Qualifications
- 5+ years of experience in enterprise SaaS
- at least 3+ years in Customer Success, TAM, or support roles
- Proven ability to manage large customer portfolios and develop long-term relationships, including at the executive level
- Excellent communication, presentation, and organizational skills
- Strong problem-solving skills and experience resolving escalations while maintaining a positive customer experience
- Proficiency with CRM and case management tools such as Salesforce and Jira
- Technical proficiency related to internet technologies, networking, and email security products
- Bachelor's degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience
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