Customer Service Manager

We’re looking for a proactive, customer-centric Customer Success Manager (CSM) to join our growing CSM team at Spur, a fast-paced SaaS cybersecurity company. In this role, you'll be the primary point of contact for customers post-sale, ensuring they achieve their goals using our platform. You will manage the entire customer lifecycle — from onboarding and adoption, through renewal and expansion. This a full-time, remote role. You’ll work closely with Sales, Product, and Support to drive long-term customer satisfaction, engagement, and retention, while identifying opportunities for upsells and cross-sells that add value to both the customer and the company. Key Responsibilities Customer Relationship Management: Build strong, trusted relationships with key stakeholders at customer organizations. Serve as the main point of contact for strategic customers. Onboarding & Enablement: Guide new customers through implementation and onboarding to ensure a smooth transition and fast time-to-value. Adoption & Value Realization: Drive product adoption and usage by aligning the Spur solution with the customer’s cybersecurity goals and needs. Renewals Management: Own and manage the renewal process for your portfolio of accounts, ensuring high renewal rates through ongoing value delivery. Expansion & Upsells: Identify opportunities for growth within accounts, including upsell and cross-sell opportunities. Customer Advocacy: Act as the voice of the customer internally, collaborating with Product and Engineering teams to prioritize feature requests and resolve pain points. Health Monitoring & Reporting: Monitor customer health and engagement metrics. Proactively manage risk and address churn indicators before they become issues. Customer Education: Assist in the delivery of training and best practices to help customers fully leverage the platform. Support webinars, QBRs, and success planning. Key Qualifications 3–5+ years in a Customer Success, Account Management, or similar role within a B2B SaaS environment (cybersecurity experience preferred). Proven track record managing customer relationships, renewals, and upsell/expansion opportunities. Deep understanding of the SaaS customer lifecycle, with experience driving product adoption and customer outcomes. Excellent communication, presentation, and interpersonal skills. Ability to manage multiple accounts and priorities in a fast-paced environment. Data-driven mindset with experience using CRM and customer success platforms. Knowledge of cybersecurity technologies. Strong problem-solving skills and a proactive approach to customer challenges. A fast-moving, collaborative, and supportive team environment. Core Competencies Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Access) #J-18808-Ljbffr