Customer Success Manager, CSM
$110k - $130kPop-UP Talent
Customer Success Manager (CSM)
USA Remote
MISSION & PURPOSE
HIGHEST PRIORITY COMPETENCIES:
KEY RESPONSIBILITIES:
QUALIFICATIONS, SKILLS AND RELEVANT EXPERIENCE:
ABOUT US:
THE CULTURE CODE:
WHY JOIN?
We are an equal opportunity employer, and we are an organization that values diversity. We welcome applications from all qualified candidates, including minorities and persons with disabilities.
req26-00340
USA Remote
- Team: Customer Success
- Salary: $110K - $130K
MISSION & PURPOSE
- The Customer Success Manager (CSM) is responsible for delivering transformational outcomes that drive measurable, long-term value for customers. The CSM acts as a steward, advocate, and thought partner, ensuring every customer's journey is frictionless, impactful, and aligned with their business goals. The ultimate objective is to create Raving Fans and facilitate expansion opportunities that drive revenue and strategic growth
- We are seeking a CSM who thrives in the business world, is comfortable liaising with executive talent, and understands business operations and strategy. The ideal candidate will be a cross-functional operator, strategic thinker, and relationship builder, helping our customers unlock value and remain engaged, happy, and thriving
- We have made Customer Success a cornerstone of our strategy and an engine for future growth. This is an exciting opportunity to join a dynamic team and help shape that success
HIGHEST PRIORITY COMPETENCIES:
- Business Acumen: Comfortable operating in complex business environments and understanding business operations, financial drivers, and strategic priorities
- Executive Liaison Experience: Proven ability to build relationships and communicate effectively with executive talent, including C-suite and senior leadership
- Strategic Mindset: Demonstrated experience in developing and executing big-picture strategies that drive customer value and business growth
KEY RESPONSIBILITIES:
- Owns the strategic relationship and customer health, serving as the primary business relationship owner for assigned customers and ensuring continuity by connecting the dots across functions
- Develop and execute outcome-driven success plans with measurable KPIs
- Facilitate seamless transitions from sales to delivery (and back to sales), closing any gap between expectation and execution
- Foster strategic engagement throughout the customer lifecycle, focusing on outcomes, innovation, and roadmap alignment
- Lead customer touchpoints including onboarding and kick-off meetings, QBRs + service reviews, scope alignments, feedback loops/regular check-ins, and proactive outreach
- Proactively manage risk by flagging at-risk accounts and collaborate with internal stakeholders to create mitigation plans
- Collaborate cross-functionally with Sales, Solution Architects, Professional Services, and Managed Services teams to ensure a unified customer experience and smooth handoffs across lifecycle stages
- Maintain accurate reporting on customer health, engagement metrics, and satisfaction scores (CSAT/NPS)
- Gather and act on customer feedback, driving continuous improvement in processes, tools, and service delivery
- Ensure customer-centric visibility and transparency within the organization by implementing, maintaining, and updating HubSpot and other CS tools/dashboards
QUALIFICATIONS, SKILLS AND RELEVANT EXPERIENCE:
- Successful track record in customer success, engagement, account management, or related roles in enterprise software or business services
- Deep understanding of customer needs and pain points
- Strong relationship-building, communication, negotiation, and strategic thinking skills
- Adept at listening, leading with empathy, and maintaining a people-first approach to business to turn challenging situations into positive outcomes
- Creative problem solver who uses data to drive decision-making
- Skilled at driving alignment across teams, with proven experience collaborating cross-functionally and managing multiple priorities
- Equally at ease defining long-term vision and rolling up your sleeves to tackle the details that bring it to life
- Highly organized, self-motivated, and thrives in an independent setting
- Is a team player, likes to have fun at work, doesn't take themselves too seriously, and has a positive attitude
- Demonstrated experience in tracking and reporting on customer success metrics
- Familiarity with CRM and customer success tools (e.g., HubSpot); bonus for experience scaling and implementing new CS tools
ABOUT US:
- We are a leader in enterprise software and managed services. We're building something special-a customer-first ERP services company that doesn't just implement systems but helps businesses actually use them to grow
THE CULTURE CODE:
- We are maniacal about our mission
- We strive to solve for the customer
- We are radically transparent
- We believe in autonomy, not autocracy
- We are unreasonably picky about our people
- We invest in individual mastery and market value
- We constantly question the status quo
WHY JOIN?
- Work directly with executive leadership and strategic customers
- Influence business outcomes and drive measurable impact
- Be part of a collaborative, growth-oriented team dedicated to customer success
We are an equal opportunity employer, and we are an organization that values diversity. We welcome applications from all qualified candidates, including minorities and persons with disabilities.
req26-00340
Vacancy posted 1 day ago
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