Customer Success Manager

📋 Description

• Onboard new customers with precision during transition from sales to usage.
• Own and drive renewals across your portfolio to ensure long-term success.
• Guide users to adoption, tailoring onboarding by personas.
• Drive product value through role-based adoption strategies and CS touchpoints.
• Partner with customers to define success criteria and KPIs.
• Monitor usage and health metrics in Custify to spot gaps.
• Act as trusted advisor; escalate issues with urgency.
• Conduct Adoption Scorecard evaluations, surfacing trends.
• Identify expansion opportunities and collaborate with Sales.
• Manage a portfolio of customers across industries.
• Maintain visibility with exec sponsors and admins.
• Champion the voice of the customer and feedback internally.

🎯 Requirements

• Experience in Customer Success, Account Management, or SaaS Consulting roles.
• Proven ability to own renewals, forecast risks, and keep accounts healthy.
• Light project management skills to keep onboarding timelines aligned.
• Experience with Custify, Salesforce, NetSuite, Excel, Outlook, Google Workspace, Zoom, Intercom.
• Technical fluency; comfortable navigating web apps and guiding users.
• Strong multi-tasking, prioritization, and composure in fast-paced environments.
• Excellent written/verbal communication and active listening over Zoom/email.
• Detail-oriented with comfort using usage metrics and analytics.
• Self-starter who learns quickly and stays organized.
• Team-first with experience collaborating across functions.
• Customer-centric, advocating for customer and business success.

🎁 Benefits

• Remote-first culture built on trust, collaboration, transparency.
• High-growth, inclusive environment where innovation thrives.
• Lightspeed learning opportunities to stay at the leading edge.
• Exceptional coworkers who challenge and inspire you daily.
• Ten days of vacation (starting year one).
• Parental leave and a generous benefits package.
• Monthly tech stipend.
• Recognition and career development opportunities.