Customer Success Manager

Customer Success Manager

Addison Group is seeking an experienced Customer Success Manager for a growing organization within the technology and professional services space. This is a fully remote opportunity for a customer-focused professional who enjoys managing a large portfolio of accounts, building strong client relationships, driving product adoption, and proactively identifying opportunities to improve the customer experience.

The ideal candidate has experience working in a fast-paced, technology-driven environment and is comfortable using customer data, CRM platforms, automated workflows, and digital engagement strategies to manage customer relationships at scale.

Key Responsibilities

• Manage a high-volume portfolio of customer accounts while maintaining strong relationships and consistent engagement.
• Monitor customer health, product utilization, engagement, satisfaction, and other indicators to proactively identify potential risks.
• Develop strategies to improve customer retention, adoption, engagement, and overall satisfaction.
• Conduct proactive customer outreach focused on product value, best practices, education, and long-term success.
• Serve as a trusted point of contact for customers and connect them with the appropriate internal resources when needed.
• Utilize CRM and customer success platforms to manage accounts, document interactions, track risks, and prioritize outreach.
• Leverage automated workflows, customer journeys, reporting, dashboards, and digital engagement strategies to efficiently support a large customer base.
• Identify opportunities for additional products, services, or solutions based on customer needs.
• Partner cross-functionally with Sales, Support, Product, Renewals, Training, and other internal teams.
• Maintain accurate and thorough documentation of customer interactions, concerns, risks, and follow-up activities.
• Analyze customer trends and feedback to identify opportunities for process improvement and an enhanced customer experience.
• Contribute to customer retention, satisfaction, adoption, and growth initiatives.

Qualifications

• 3+ years of experience in Customer Success, Account Management, Relationship Management, or a similar customer-facing role.
• Experience managing a large portfolio of customer relationships simultaneously.
• Previous experience within B2B SaaS, technology, financial services, fintech, compliance, risk management, or another customer-focused business environment preferred.
• Experience utilizing CRM or customer success platforms such as Salesforce, HubSpot, Gainsight, ChurnZero, or similar systems.
• Comfortable working with dashboards, reporting, automated workflows, customer journeys, health scores, and customer engagement data.
• Strong ability to identify customer risk and develop proactive strategies to improve retention and satisfaction.
• Excellent written and verbal communication skills.
• Strong organizational skills with the ability to prioritize competing responsibilities in a high-volume environment.
• Ability to build relationships and collaborate effectively across multiple internal departments.
• Experience working within a scaled or digital-first customer success environment is a plus.
• Bachelor's degree preferred.

What We're Looking For

The ideal candidate is proactive, organized, relationship-driven, and comfortable working independently in a remote environment. This person should be able to quickly assess customer needs, prioritize a large book of business, identify potential risks, and provide a consistent customer experience while utilizing technology and automation to work efficiently.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran, in accordance with applicable federal, state, and local laws. Reasonable accommodation is available for qualified individuals with disabilities upon request.