Customer Success Manager

Company: The Functionary Work Arrangement: Remote / Work from Home Are you a customer-focused professional who knows how to build strong client relationships, drive customer retention, and turn customer needs into successful business outcomes? The Functionary is looking for a Customer Success Manager to join our team and help deliver an exceptional customer experience throughout the entire customer lifecycle! Build and maintain strong, long-term relationships with customers through proactive communication, regular meetings, and business reviews. Drive Customer Success & Retention Monitor account health, identify risks, and develop strategies to improve customer satisfaction, adoption, engagement, and retention. Take ownership of high-priority customer issues and coordinate with internal teams to ensure timely and effective resolution. Monitor KPIs such as CSAT, retention, response times, customer health scores, and other performance indicators. Work closely with Operations, Product, Finance, Technical Support, and other teams to deliver a seamless customer experience. Provide coaching, feedback, guidance, and support to Customer Success Specialists while helping promote a customer-centric culture. Identify opportunities to improve customer success workflows, documentation, efficiency, consistency, and overall service delivery. Strong relationship management and stakeholder management skills. Experience with customer retention, customer adoption, account health, and customer satisfaction. Strong problem-solving and analytical skills. Experience monitoring KPIs and customer success metrics such as CSAT, retention, and customer health. Excellent verbal and written communication skills. Experience handling customer escalations and complex client issues. Ability to coach, mentor, and support team members. Strong business acumen and understanding of the customer lifecycle. Ability to work independently, manage multiple priorities, and take ownership of customer outcomes. Schedule: Full-time availability required — exact schedule will be provided later in the process. Contract Type: Long-Term Contract Work Arrangement: Remote / Work from Home #J-18808-Ljbffr