Customer Success Manager

• As a Customer Success Manager, you will own the post-sale customer journey for a portfolio of customers, helping them translate their business goals into measurable outcomes with our solutions
• You will serve as a strategic partner to your customers by understanding their priorities, building success and adoption plans, guiding them through change, and demonstrating the business value they are achieving. You will use customer insights, product usage data, and business context to identify risks, remove barriers to adoption, and help customers continuously advance their use of our solutions
• Success in this role requires business acumen, curiosity, strong relationship management, and the ability to connect product capabilities to customer outcomes. You will engage stakeholders across different levels of the customer organization, lead strategic conversations, and uncover opportunities to deepen the partnership when additional products or services can help the customer achieve their goals
• Own customer success by aligning business goals to clear outcomes, success plans, and measurable value
• Lead customers through adoption and optimization, proactively addressing barriers, risks, and opportunities
• Build trusted relationships across customer stakeholders and lead strategic Business Reviews and value conversations
• Use product usage, customer data, and business insights to demonstrate value and provide actionable recommendations
• Drive retention and identify expansion opportunities based on evolving customer needs and business objectives
• Serve as the customer’s strategic partner, bringing industry best practices, insights, and recommendations
• Orchestrate internal teams to resolve challenges, advocate for customer needs, and deliver a strong customer experience
• Maintain strong account discipline, including customer health, success plans, risks, opportunities, and key account information
• Partner effectively with Sales and other commercial teams on renewals, expansion opportunities, negotiation strategy, and account planning

Benefits

• Flexible spending accounts
• Generous paid time off for every employee and flexible work schedules
• Paid leave for new parents
• Volunteering opportunities
• Health savings accounts (HSA)
• Medical, dental, vision, disability and life insurance plans
• Generous match to pre- or post-tax retirement savings accounts
• Financial planning services
• Program in partnership with eCornell to grow their knowledge and their careers
• Delicious supply of snacks and beverages
• Quarterly outings and Friday get-togethers to build a strong community at work

• Commercial awareness with experience supporting retention, renewals, and expansion
• Experience with Salesforce, Gainsight, or similar CRM and Customer Success platforms preferred
• Strong business acumen and the ability to connect customer challenges to business outcomes and solutions
• Strong organizational skills and the ability to manage multiple customer priorities
• Confidence leading strategic conversations with stakeholders at multiple levels
• Consultative communication, discovery, and relationship-management skills
• 3+ years of experience in Customer Success, Account Management, Consulting, SaaS, or a similar customer-facing role
• Ability to analyze customer data and translate insights into recommendations and action plans
• Bachelor’s Degree (preferred) or equivalent work experience