Remote job
Customer Success Manager, Florida
Job details
About this role
Role overview
Guide enterprise customers through onboarding, product adoption, and ongoing value realization. As the primary relationship contact for an assigned portfolio, you’ll connect customer goals with practical success plans, help resolve issues, and work with internal teams to support satisfaction, retention, and growth.
Responsibilities
- Build trusted relationships with customer stakeholders, including senior leaders, and guide adoption of the platform. - Develop success plans that reflect each customer’s goals, operating context, and challenges. - Lead regular business reviews, explain outcomes and return on investment, and agree on measures of success. - Educate customers about useful product capabilities and identify opportunities to broaden adoption. - Monitor account health, address risks early, and coordinate escalations with product, engineering, support, and sales teams. - Keep customers informed about relevant product changes and share actionable feedback with internal teams.
Requirements
- At least five years of enterprise software experience, including three or more years in customer success, technical account management, or support. - Experience managing a substantial customer portfolio and developing durable relationships, including with executive stakeholders. - Strong communication, presentation, organization, and problem-solving skills across strategic and technical discussions. - Ability to manage escalations while maintaining a constructive customer experience. - Familiarity with CRM and case-management tools such as Salesforce and Jira. - Technical understanding of internet technologies, networking, and email security products. - Bachelor’s degree in computer science, engineering, or a related technical field, or equivalent practical experience.
Benefits and work setup
The role may include incentive compensation, equity, and a benefits package in addition to base pay. The stated base salary range is $119,040–$140,000; actual compensation depends on factors including skills, experience, qualifications, and location.