Customer Success Manager

Remote Position Overview Savance Workplace is seeking a Customer Success Manager (CSM) to serve as the strategic owner of our post-sale customer relationships, with a primary focus on renewals, account expansion, upsells, and long-term retention. This is a foundational Customer Success role within a small, fast-growing, startup-like SaaS company. You will not be stepping into a fully built-out department — instead, you will play a key role in shaping how Customer Success operates, partnering closely with Sales and leadership, and helping lay the groundwork for a scalable CS organization as the company grows. You will act as a trusted advisor to customers and resellers, owning both the relationship and the commercial success of your accounts. Success in this role requires comfort with revenue conversations, executive-level engagement, and full ownership of renewals and expansion strategy. You will manage a diverse portfolio of 1,000+ organizations, including large, complex, global enterprises. Your performance will be measured by renewal rates, expansion revenue, customer satisfaction, product adoption, and long-term customer loyalty. WHAT YOU WILL BE DOING Post Sale Lifecycle Maintenance Own the full customer lifecycle post-sale, including onboarding support, account development, renewal strategy, and expansion planning. Serve as the primary point of accountability for customer outcomes and revenue retention. Renewals & Retention Own the end-to-end renewal process, including early risk identification, value reinforcement, executive alignment, pricing discussions, and on-time renewal execution. Proactively mitigate churn by identifying adoption gaps and customer risks well in advance. Expansion & Upsells Proactively identify, position, and drive upsell and expansion opportunities by uncovering new use cases, additional departments, and evolving customer needs. Lead value-based conversations that tie Savance Workplace solutions to measurable business outcomes. Partner with Sales as needed while maintaining ownership of overall account growth strategy. Drive Customer Value Understand customer pain points across multiple departments and map Savance Workplace solutions to real business outcomes. Ensure customers are fully adopting and realizing value from the platform through usage analysis, strategic touch points, and ongoing engagement. Strategic Account Management Build and maintain strong relationships with key stakeholders, decision-makers, and executive sponsors. Conduct regular account reviews, success planning, and performance/usage reporting. Act as the internal voice of the customer, advocating for product, process, and prioritization improvements. Forecasting & Revenue Accountability Accurately forecast renewals and expansion opportunities within HubSpot. Own and consistently meet or exceed renewal and expansion revenue targets. Use customer health, usage data, and engagement metrics to guide retention and growth strategies. Foundational Team Building Help define and refine Customer Success processes, playbooks, and best practices. Collaborate closely with Sales, Support, and Leadership as Savance builds out its Customer Success function. Contribute to the long-term vision of scaling the Customer Success department within the Sales organization. OUR IDEAL CANDIDATE HAS 4+ years of experience in Customer Success, Account Management, or a revenue-adjacent client-facing role. Proven success owning renewals, upsells, and customer retention in a SaaS environment. Experience managing a large and diverse portfolio of customers. Comfort leading executive-level conversations around value, ROI, renewals, and expansion. Strong commercial instincts with the ability to balance customer advocacy and revenue responsibility. Experience working with complex, configurable, or technical software solutions. Exceptional written, verbal, and presentation skills. Strong organizational and analytical skills with consistent follow-through. Experience working cross-functionally with Sales, Engineering, and Support. Hands‑on experience with CRM tools, with HubSpot experience strongly preferred, as well as familiarity with Asana, G‑Suite, and Microsoft Office. Ability to work independently with minimal supervision in a fast‑paced, evolving environment. BONUS QUALIFICATIONS Experience working with channel partners, integrators, or resellers Prior experience in the security or workplace technology industry Experience onboarding and training customers on highly configurable SaaS platforms This role is a great fit for someone who Thrives in a startup‑like environment and is energized by ambiguity and ownership Wants to build processes rather than inherit them Enjoys owning revenue outcomes, not just relationships Is comfortable having direct, value‑based conversations with customers Takes pride in retention, growth, and long‑term customer success Is interested in growing with the company and helping shape the future Customer Success organization COMPENSATION & BENEFITS Competitive base salary plus commission Performance-based bonuses 2 weeks of paid time off, increasing with tenure 8‑10 paid holidays a year 401k with company matching Health, dental, and vision insurance Flexible working schedule Remote, work from home position #J-18808-Ljbffr