Job Description
Customer Success Manager
Are you passionate about building strong relationships and helping customers achieve their goals? As a Customer Success Manager (CSM), you'll play a crucial role in ensuring customers get the most value from our solutions. You'll be their trusted advisor, guiding them through best practices, product updates, and strategic growth opportunities. If you thrive on collaboration, problem-solving, and proactive communication, this is the role for you!
What You'll Do:
Build and maintain strong relationships with customers after implementation, ensuring they achieve their desired outcomes.
Act as a trusted advisor, providing expert guidance on best practices and how to maximize the value of our solutions.
Proactively engage with customers to drive adoption, optimize processes, and support their mission.
Monitor customer health metrics (e.g., NPS, CSAT, product usage) to identify trends and develop strategies for retention and growth.
Serve as the voice of the customer by sharing feedback and product enhancement requests with internal teams.
Collaborate with cross-functional teams, including Sales, Product, Marketing, and Professional Services, to enhance the customer experience.
Provide ongoing education and training to customers, keeping them informed about new features and updates.
Identify and address potential issues before they become challenges, reducing churn and driving long-term customer success.
Document customer activities and track progress toward their goals using internal systems.
Share insights and best practices with the broader Customer Success team to improve processes and drive efficiency.
What You Bring:
4-6 years of experience in Customer Success, Account Management, or a similar customer-facing role.
A bachelor's degree or equivalent experience.
A passion for building relationships and helping customers succeed.
Strong problem-solving skills and the ability to think critically in unexpected situations.
Proven ability to collaborate cross-functionally and drive alignment across teams.
Experience managing customer retention and growing accounts within a portfolio.
Excellent communication skills—both written and verbal—with the ability to engage with senior and executive-level contacts.
Strong multitasking and project management abilities.
A proactive approach, always looking for ways to add value and enhance the customer experience.
Enthusiasm, positivity, and resilience—even in challenging situations.
Bonus Points If You Have:
Experience using Customer Success Management tools like ChurnZero or Salesforce.
Familiarity with goal-setting frameworks like OKRs and KPI tracking.
Experience working with nonprofits, arts and cultural organizations, foundations, corporations, education institutions, or healthcare institutions.
Location:
This position can be fully remote or based at our headquarters in Mt. Pleasant, SC.
Employment Type: Full-Time
Salary: $ 52,000.00 139,000.00 Per Year
Job Tags
Full time, Remote job,