Remote job
Customer Success Manager
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About this role
Role overview Manage customer success across a shared portfolio, responding to a prioritized queue rather than building relationships with a fixed list of accounts. You will quickly understand each customer’s situation, help them get more value from network infrastructure products, and document outcomes so teammates can continue the work smoothly.
Responsibilities - Guide customers through onboarding, adoption checkpoints, product demonstrations, and pre-renewal reviews. - Prioritize outreach using product usage, support activity, customer health, and renewal timing; follow inbound requests through resolution. - Explain technical capabilities in terms of customer goals, and partner with Support and Product to address issues. - Spot adoption challenges, churn risks, and potential expansion opportunities; route renewal and sales handoffs with clear context. - Keep customer records accurate in success and CRM systems, and contribute improvements to repeatable success plays.
Requirements - 2–4 years in customer success, account management, technical support, or a similar customer-facing B2B SaaS role. - Able to connect technical product knowledge with business outcomes and communicate with both technical and business stakeholders. - Comfortable managing many customer conversations and prioritizing by need and signals. - Strong written communication, organization, and documentation habits. - Experience delivering product demonstrations and leading structured customer discussions. - Familiarity with customer success or CRM tools; examples in the source include Totango and Salesforce.
Nice to have - Exposure to networking, DNS, DHCP, IP address management, or infrastructure.
Benefits and work setup The listed U.S. base salary range is $87,000–$110,000 per year, with eligibility for a discretionary bonus. Benefits include medical, dental, and vision coverage; HSA/FSA accounts; a lifestyle spending account; 401(k) matching; paid parental leave; vacation, personal, and wellness days; and an annual learning budget.