Customer Success Manager

Customer Success Manager

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

PEAK 15 part of the Fullsteam organization is a growing software company that provides a cloud-based management system for the travel industry. Customers include Travel + Leisure World's Best Award winners, National Geographic Expeditions, Micato Safaris, and Butterfield & Robinson, who use the platform to craft unique itineraries, process bookings, streamline operations, and manage customer and vendor relationships.

PEAK 15 is a collaborative and fast-paced work environment that offers opportunities for professional growth and development. We are a passionate team committed to customer success and growth, while promoting a positive work culture that values teamwork, transparency, and continuous improvement. PEAK 15 is a 100% remote workforce.

Job Summary:

We are seeking a Customer Success Manager (CSM) to join our team and help ensure our customers derive maximum value from our products and services. As a Customer Success Manager, you will serve as the main point of contact for a portfolio of clients and play a key role in guiding customers from post-sale onboarding through go-live, product adoption, and long-term success. This role is responsible for helping customers achieve their business goals, driving effective onboarding and implementation milestones, and ultimately ensuring customer satisfaction and retention.

The ideal candidate will possess a combination of excellent interpersonal skills, a strong customer-focused mindset, and the ability to proactively address challenges. This role is essential in fostering long-term relationships, identifying growth opportunities, and acting as the customer's advocate within the organization.

This role also carries direct responsibility for managing newly onboarding customers through a structured onboarding process, including GUIDEcx project coordination, milestone tracking, weekly customer check-ins, go-live readiness, and follow-up on open action items to ensure a smooth transition into long-term customer success.

Primary Responsibilities:

• Serve as a primary point of contact for assigned customers, building strong relationships and delivering a consistent, responsive customer experience from onboarding through ongoing account management.
• Guide newly onboarding customers through structured onboarding and implementation workflows, including GUIDEcx project coordination, milestone tracking, weekly customer check-ins, go-live readiness, documentation of next steps, and timely follow-up on open action items.
• Partner with Sales, Learning, Operations, Support, Product, Accounting, and business leadership to coordinate customer handoffs, resolve customer needs, and support timely follow-through on actions that contribute to customer satisfaction and retention.
• Monitor customer health, product adoption, account activity, and customer requests to identify potential retention risks, adoption barriers, or opportunities to improve the customer experience.
• Participate in periodic account health reviews with customers and internal stakeholders by helping document risks, opportunities, and follow-up actions.
• Support renewal and contract calendar management by tracking key dates, identifying upcoming customer or internal actions, and coordinating with responsible stakeholders.
• Coordinate customer issues that require support beyond standard troubleshooting by gathering relevant information, clarifying urgency and impact, and engaging the appropriate internal resources.
• Track customer issues through resolution, provide timely status updates, document outcomes, and ensure agreed-upon follow-up actions are completed.
• Support customer cancellation, transfer-of-ownership, and administrative account-change requests by collecting required information, coordinating with internal stakeholders, and following established documentation, approval, and handoff processes.
• Maintain accurate records of customer communications, onboarding progress, account changes, approvals, effective dates, issue outcomes, and final resolutions in applicable systems.
• Identify recurring customer issues, handoff challenges, or documentation needs and share observations with internal stakeholders to support process improvement.
• Provide guidance and recommendations to customers on product features, best practices, and adoption strategies to maximize product usage and value.

Skills & Competencies:

• Proven experience in a customer-facing role, preferably as a Customer Success Manager, Account Manager, or similar (2+ years preferred).
• Strong understanding of customer success principles, customer retention, and product adoption strategies.
• Ability to manage structured customer onboarding projects, track milestones, document next steps, and drive customers through implementation and go-live timelines.
• Excellent communication and interpersonal skills, with the ability to build and maintain relationships at all levels of an organization.
• Demonstrated ability to manage multiple customer accounts and priorities simultaneously. Self-motivation and organization are highly important.
• Solid problem-solving skills and the ability to address customer concerns with empathy and professionalism.
• Ability to recognize customer risk, summarize account trends, communicate next steps clearly, and work with cross-functional partners to resolve customer needs.
• Proficiency in using AI tools (e.g., Copilot, Claude, or ChatGPT).
• Previous experience with contract renewals, and expansion and adoption opportunities.
• Experience with SaaS (Software as a Service) products or technology services is highly desirable.

Minimum Qualifications:

• Bachelor's degree in business, marketing, or related field, or equivalent experience.
• Experience in a B2B environment, particularly with high-value enterprise customers.
• Previous experience supporting customer onboarding, implementation, software launch, or customer training activities in a SaaS or technology environment preferred.
• Experience supporting customer escalations, retention risk tracking, account health conversations, renewals, cancellations, or account-change processes preferred.
• Previous experience working in the tour operator/travel industry in a customer success, support, trip planner, or sales/operations role is preferred.

Salary range: $60,000 - $70,000 USD.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.