Customer Success Manager

Customer Success Manager

For over 45 years, CSI has been a trusted leader in testing and certifying controlled environments. Originally focused on Minneapolis, we now serve the entire Midwest and New England, working with over 600 clients in the medical device, pharmaceutical, and academic sectors. In 2023, CSI became part of SSA, a fast-growing, founder and employee-owned scientific services company that provides testing, inspection, calibration, and filtration products to over 4,000 customers nationwide. SSA is revolutionizing the way scientists navigate regulatory services—and we were recently named to Inc. Magazine's 2024 list of the 5,000 fastest-growing private companies.

The Opportunity

We're looking for a self-motivated, driven, strategic-minded, and client-obsessed CSM to drive customer satisfaction, retention, and revenue growth. In this role, you will be a key player in ensuring customers experience seamless onboarding, proactive support, and long-term value from our services. This role will initially report to the Operations Manager and work closely with our COO, VP of Sales, and Field Operations teams to build and execute a customer-centric strategy. You will have the opportunity to shape and refine our customer engagement playbook, helping us scale personalized, high-touch support while ensuring operational efficiency. As a key advocate for our customers, you'll also provide valuable insights that influence process improvements, service offerings, and overall business strategy.

How You Will Make an Impact

• Own Customer Relationships: You will be the primary point of contact for our customers, ensuring the value of our services are maximized.
• Drive Renewals & Growth: Proactively manage client relationships to reduce churn and identify upsell/cross-sell opportunities.
• Seamless Onboarding: Ensure a smooth transition from sales, coordinate field service deployments, and guide new customers through their first engagements.
• Data-Driven Decisions: Leverage customer data and trends to drive retention strategies and continuously improve customer experience.
• Regular Touchpoints: Conduct proactive check-ins, troubleshoot issues, and anticipate customer needs.
• Refine & Scale Customer Engagement: Help build best practices, playbooks, and automation strategies to ensure a world-class customer journey.

Outcomes // KPIs

• Customer Retention & Revenue Preservation: Build strong relationships to ensure long term satisfaction and minimize churn.
• Churn Rate: Maintain a high customer retention rate.
• Renewal Rate: Ensure customers continue using our service.
• Average Revenue per Client (ARPC): Identify opportunities for customer expansion and revenue growth.
• Net Promoter Score: Drive loyalty and positive customer feedback.

Your Day-to-Day Responsibilities

• Build & Maintain Strong Customer Relationships – Serve as a trusted advisor, helping customers optimize their experience.
• Analyze Customer Data & Trends – Identify proactive solutions before issues arise.
• Collaborate with Sales & Field Teams – Ensure smooth communication and account management.
• CRM Management – Track interactions, monitor customer health, and manage reporting.
• Concurrent Project Management – Oversee service delivery timelines and customer touchpoints.
• Operational Agility – Ability to quickly manage and navigate shifting priorities.
• Continuously Improve Processes – Develop playbooks, best practices, and engagement strategies to enhance customer experience.

What We're Looking For

• 3-5 years of strategic sales, customer success or account management experience, preferably in a high growth environment.
• Project management skills – Strong ability to organize, prioritize, and execute multiple initiatives.
• Comfort with Ambiguity – You thrive in a fast-paced, evolving environment and enjoy building processes from scratch.
• Exceptional Communication – Strong written and verbal skills with the ability to simplify complex ideas.
• Data-Driven Approach – Ability to analyze customer data and turn insights into action.
• Tech-Savvy – Experience with CRM platforms, Excel, and process automation tools.

Benefits

• Equity ownership in SSA
• 401(k)
• Dental insurance
• Vision insurance
• Health insurance (100% for employee and family)
• Life insurance
• Paid time off
• Parental leave

If you are passionate about driving customer success, have the skills we are looking for, and want to be a part of the rocket ship we are building, we want to hear from you!