Customer Success Manager

Role overview

Guide business customers after onboarding as they learn to use a business management platform more fully. You will own ongoing relationships, understand how each customer works, and help them adopt relevant tools and workflows. The focus is on customer understanding and sustained product value, with feedback shared across teams to improve the experience.

Responsibilities

- Become the primary point of contact after onboarding and help customers deepen their use of the platform. - Review what features customers can access compared with what they actively use, then address gaps through coaching, education, and proactive outreach. - Build patient, trust-based relationships, including with customers who are less comfortable with technology. - Bring recurring customer feedback, obstacles, and adoption challenges to internal teams so they can address underlying issues. - Coordinate with account management, retention, sales, product, setup, and onboarding colleagues to support customers and smooth handoffs. - Contribute ideas to improve the post-onboarding customer experience.

Requirements

- At least two years of experience in customer success, account management, or customer enablement in a business-to-business or software-as-a-service setting. - Interest in how businesses operate, particularly in industries where technology may be unfamiliar to customers. - Ability to interpret product adoption data and turn it into a prioritized plan for a customer portfolio. - Strong relationship-building skills and the ability to understand a customer’s work before recommending changes.

Benefits and work setup

- Remote-first work setup, with a home office stipend and internet and phone allowance. - Paid time off includes a company-wide holiday shutdown, one Friday off each month, and flexible vacation; the first week of employment is designated paid time off. - Benefits include employer-paid health coverage (with different stated arrangements in the United States and Canada), retirement plan matching, parental leave, and learning opportunities.