Own post-sale customer success across onboarding, configuration, adoption, retention, renewals, troubleshooting, and support. Identify expansion opportunities, resolve issues promptly, coordinate API and integration needs with engineers, track open items, and maintain proactive customer communication. The role requires commercial awareness, technical problem-solving, account management skills, and the ability to independently manage multiple SaaS customer accounts in a remote environment.
About the Role
The Customer Success Manager plays a pivotal role in our organization, ensuring that customers have a seamless experience with our product from the moment they sign on. This position is designed for a commercially astute individual who is not only focused on customer satisfaction but also adept at identifying and capitalizing on expansion opportunities. You will be at the forefront of onboarding, configuration, and ongoing support, ensuring that our customers achieve their desired outcomes.
In this remote role, you will work within US business hours, collaborating with various stakeholders to manage customer onboarding, retention, and renewal processes. Your ability to proactively troubleshoot and configure our systems will be essential in maintaining customer satisfaction and loyalty.
Responsibilities
- Own the customer journey post-signing, including onboarding, configuration, and adoption.
- Identify and close expansion opportunities within existing customer accounts.
- Proactively manage customer issues, ensuring resolution on the same day they arise.
- Conduct regular follow-ups and updates with customers to keep them informed of progress and solutions.
- Utilize accelerated ramping timelines for customer go-lives, ensuring independent operations by Day 7.
- Collaborate with integration engineers for any custom API or integration needs while maintaining customer focus.
- Track open items and ensure timely follow-through to drive customer success.
- Provide hands-on support for configuration and troubleshooting tasks as needed.
Requirements
- Proven experience in customer success, account management, or a similar role.
- Exceptional interpersonal and communication skills, both verbal and written.
- Strong problem-solving abilities and a proactive approach to customer issues.
- Commercial acumen to identify expansion opportunities and drive revenue growth.
- Ability to work independently and manage multiple customer accounts effectively.
- Familiarity with customer relationship management (CRM) tools and support software.
- Understanding of technical concepts related to software configuration and troubleshooting.
- A self-starter with a strong sense of urgency and commitment to customer success.
Nice to Have
- Experience with SaaS products and customer success metrics.
- Knowledge of customer onboarding best practices.
- Familiarity with API integrations and technical documentation.
- Previous experience in a remote working environment.
- Industry-specific knowledge relevant to our product offerings.
Benefits
- Fully remote work environment with the flexibility to work from anywhere in the US.
- Opportunities for professional development and growth within the company.
- Collaboration with a dedicated and passionate team focused on customer success.
- Access to the latest tools and technologies to support your work.
- Engaging company culture that values innovation and teamwork.
We are an equal opportunity employer and welcome applicants from all walks of life. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are passionate about customer success and are ready to make an impact, we encourage you to apply!
Similar Jobs
Artificial Intelligence • Consumer Web • Edtech • HR Tech • Information Technology • Software • Conversational AI
Manage strategic enterprise customer relationships for Skillsoft’s digital learning solutions. Own onboarding, adoption, value realization, renewal readiness, customer health, retention, and expansion opportunities. Serve as a trusted advisor to executive and business stakeholders, develop success plans, lead strategic reviews, mitigate risks, and drive measurable workforce and business outcomes. Partner cross-functionally with sales, services, product, and support teams while using customer insights to influence product and go-to-market strategies.
Top Skills:
Ai-Enabled Learning SolutionsChurnzeroExcelHr Technology EcosystemsPowerPointSalesforce CRM
Cloud • Information Technology • Productivity • Security • Software • App development • Automation
Manages post-sale relationships with mid-market and enterprise customers, helping them adopt Atlassian solutions, achieve business outcomes, and expand usage. Develops success plans, conducts executive reviews, identifies churn risks, provides product guidance, and collaborates with account teams and internal departments. Serves as a trusted advisor and voice of the customer while managing a book of business and driving long-term customer value.
Top Skills:
Business IntelligenceConfluenceCRMGainsightJIRASaaSSalesforceTableau
AdTech • Artificial Intelligence • Marketing Tech • Software • Analytics
Own a portfolio of publisher accounts, driving renewals, upsells, cross-sells, revenue growth, platform adoption, and long-term client value. Serve as a strategic advisor, lead executive and operational client engagements, analyze performance, provide recommendations, manage forecasts and account health, maintain Salesforce records, and deliver onboarding, demos, and training. Collaborate with Sales, Product, Supply Operations, and Support teams on client outcomes, RFPs, and product improvements.
Top Skills:
Ad ServingAd TagsCRMEmail Service Providers (Esp)HTMLSalesforce
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
