Remote job
Customer Success Manager
Job details
About this role
Role overview
A customer success manager owns relationships with a portfolio of roughly 100 customers, helping them get measurable business value from a software platform. The role balances regular outreach, account planning, issue resolution, product education, and renewal support. Success depends on understanding each customer’s goals and coordinating internal teams to address needs, reduce churn risk, and identify opportunities for growth.
Responsibilities
- Serve as the primary success contact for assigned accounts and build trusted relationships with customer stakeholders. - Develop customer-facing plans that connect product use to business goals and demonstrate return on investment. - Maintain a regular cadence of proactive outreach, while responding to questions and coordinating timely issue resolution. - Review customer health and usage data to identify adoption gaps, emerging risks, and opportunities for targeted engagement. - Deliver product guidance and training through direct sessions, remote workshops, webinars, and community programs. - Support renewals, retention, and appropriate expansion opportunities; document interactions and relay product feedback to internal teams.
Requirements
- Experience managing customer relationships and resolving complex customer issues. - Ability to organize a large portfolio, keep follow-ups on track, and manage multiple workstreams. - Comfort using customer or product usage data to guide outreach and account decisions. - Strong written and verbal communication, with the ability to work across customer and internal teams. - Ability to work Pacific or Mountain time hours.
Benefits and work setup
The role includes flexible time off, learning and leadership development, recognition programs, health coverage, retirement matching, and family support benefits. U.S. compensation varies by location: the stated base ranges are $76,900–$115,300 in certain higher-cost states and $71,800–$107,800 elsewhere, with variable commission and equity eligibility. International compensation varies by location.