Customer Success Manager

Role overview Manage the customer relationship and success journey for a portfolio of commercial and mid-market accounts in a technology environment. You will help customers adopt products, connect their use to business outcomes, address issues, and prepare for renewals, while building experience for work with larger enterprise accounts. This is a remote-based position within the United States.

Responsibilities - Review account history and tailor outreach to each customer’s goals and stage in the relationship. - Serve as the main contact for assigned customers, building trusted working relationships and leading adoption conversations. - Develop success plans, identify gaps in product use, and communicate measurable value in terms tied to customer outcomes. - Coordinate renewal activity with sales partners, maintain forecasts, and identify accounts that may be at risk. - Handle routine customer concerns and lower-complexity escalations; coordinate with support and product teams on action plans and root causes. - Share customer feedback internally, support feature rollouts and beta programs, and help coordinate references, case studies, and satisfaction surveys.

Requirements - Three to five or more years of relevant experience, including at least two years in customer success or account management in a SaaS or technology setting. - Experience managing commercial or mid-market accounts and building productive relationships with customer contacts. - Ability to create success plans based on customer goals and explain delivered value in business terms. - Understanding of renewal processes, forecasting, and recognizing account risk. - Strong communication and presentation skills across different levels of a customer organization. - Willingness to travel up to 25%.

Nice to have - Familiarity with Gainsight or a similar customer success platform, Salesforce, and Google Workspace. - Understanding of contact center or CCaaS infrastructure; experience in fraud, authentication, security, or adjacent technology is also valued.

Benefits and work setup The role is remote within the United States. The listed base pay range is $88,000–$106,000, with eligibility for additional commission compensation.