Customer Success Manager (Commercial)

Role overview Own customer outcomes for a portfolio of growing commercial accounts, helping them get lasting value from a software product. The work combines scalable customer education with focused one-to-one support at key points in the customer lifecycle, including when adoption or account health needs attention.

Responsibilities - Manage a defined portfolio, supporting retention and long-term customer value. - Use customer needs, adoption signals, and risk to prioritize scalable outreach and individual support. - Help customers apply product features and workflows to practical use cases. - Identify adoption gaps, emerging risks, and opportunities to expand product usage. - Share customer feedback and trends with product, support, and account teams; coordinate on ways to improve the experience. - Surface usage-led growth opportunities with account management and sales colleagues.

Requirements - At least one year of experience in customer success or account management; software-as-a-service experience is preferred. - Strong product aptitude and the ability to connect features with real customer needs. - Ability to manage a customer portfolio while balancing personal outreach and scalable engagement. - Proactive, constructive, solutions-focused approach. - Strong organization and attention to detail. - Clear written and verbal communication with customers and internal teams.

Benefits and work setup - Healthcare coverage and stock options. - Unlimited vacation and an annual learning and development stipend. - Sabbatical eligibility after five years.