Customer Success Manager

Role overview

Manage customer relationships across onboarding, ongoing engagement, renewals, and account growth. You’ll help customers connect the product to their goals, coordinate support when issues arise, and use feedback to improve customer experience and retention. The role is remote in the United States, with a preference for Eastern or Central time zones or flexibility for early morning hours.

Responsibilities

- Engage customers ahead of renewals and identify opportunities to expand their accounts. - Build relationships with decision-makers and understand customers’ changing needs and objectives. - Support retention and growth goals through relationship management and deal coordination. - Lead onboarding follow-ups, regular check-ins, and quarterly business reviews. - Partner with technical support to address customer questions and resolve problems. - Gather and analyze customer feedback to inform satisfaction improvements and product development.

Requirements

- At least two years in customer success or account management, including exposure to renewals, upselling, business reviews, and customer feedback. - Experience building and maintaining customer relationships. - Familiarity with sales activities such as negotiation, closing, and deal management. - A proactive approach to identifying customer needs and recommending suitable solutions. - Strong communication, presentation, and interpersonal skills. - Experience using customer relationship management software.

Nice to have

- Experience with database systems, data products, or software for developers. - Background in open-source technology sales or community engagement. - Familiarity with HubSpot.