Customer Success Manager

Job Description

Job Description

JOB TITLE

JOB GRADE

REPORTS TO

Customer Success Manager

COO/EVP

POSITION TYPE

LOCATION

CLASSIFICATION

Salaried

Greenville

Exempt

POSITION SUMMARY

The Customer Success Manager (CSM) is responsible for building strong, strategic relationships with clients to ensure they achieve maximum value from our services. This role focuses on customer onboarding, engagement, retention, and growth by serving as a trusted advisor and primary point of contact.

MINIMUM POSITION REQUIREMENTS

• Serve as the main point of contact for assigned clients, building and maintaining strong long-term relationships.
• Conduct regular check-ins, business reviews, and strategy sessions to understand customer goals and ensure alignment.
• Act as a customer advocate within the organization, ensuring needs and feedback are communicated cross-functionally.
• Lead new customer onboarding to ensure successful setup and training.
• Develop tailored success plans to guide customers through implementation and value realization.
• Monitor customer health, identify risks, and implement action plans to improve satisfaction and prevent churn.
• Identify expansion opportunities upsell/cross-sell of additional services.
• Support contract renewals through value demonstration and relationship management.
• Partner with operations team to ensure timely resolution of customer issues.
• Track and ensure follow-through on open items, providing clear communication to clients throughout.
• Maintain accurate customer records, success metrics, and touchpoints in CRM.
• Provide insights and recommendations to internal teams based on customer trends, product usage, and feedback.
• Other duties assigned as needed

KEY COMPETENCIES

• Customer-focused with a passion for delivering value.
• Strategic thinking and problem-solving.
• Excellent interpersonal and communication skills.
• Strong organizational and project management skills.
• Collaborative mindset with the ability to influence cross-functional teams.

EDUCATION AND/OR REQUIREMENTS

• Bachelor’s degree in Business, Communications, or related field; or equivalent work experience.
• 4+ years of experience in Customer Success, Account Management, or Client Services.
• Strong relationship-building, communication, and presentation skills.
• Ability to manage multiple client accounts and prioritize workload effectively.
• Proficiency with CRM systems and customer success tools.
• Experience in technology services, or related industry (Preferred).
• Knowledge of customer health scoring and lifecycle management best practices (preferred).Disclosure: NewBold Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, NewBold complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.