Customer Success Manager - Remote Eligible

Customer Success Manager

As a Customer Success Manager, you will serve as a trusted partner for a portfolio of clients, helping them maximize value, adopt solutions effectively, and achieve long-term success. You will manage both high-touch and digitally managed accounts, proactively monitoring account health, identifying risks, and uncovering expansion opportunities. This role requires strong relationship-building skills, a data-driven approach to customer strategy, and the ability to collaborate across cross-functional teams. You will be instrumental in driving adoption, retention, and advocacy, ensuring clients derive measurable outcomes from the solutions they use. The position offers the opportunity to work fully remotely while occasionally engaging in customer or team events to strengthen relationships.

Accountabilities:

• Own post-sale customer relationships, acting as a strategic advisor and advocate for assigned accounts.
• Drive product adoption, user engagement, and measurable business value across the portfolio.
• Monitor customer health metrics, proactively identifying risks and creating action plans to mitigate churn.
• Collaborate closely with account management teams to support renewals and uncover expansion opportunities.
• Partner with cross-functional teams, including Onboarding, Product, Support, and Marketing, to ensure a seamless customer experience.
• Gather and communicate customer feedback internally to enhance product offerings and user experience.
• Maintain accurate tracking of interactions, usage, and health data in the CRM system.
• Educate customers on new features, product updates, and best practices to maximize success.

Requirements:

• 2+ years of experience in Customer Success in a B2B SaaS environment.
• Proven ability to build trust and maintain strong customer relationships, even in challenging situations.
• Experience managing segmented accounts, including high-touch and digitally managed models.
• Familiarity with customer health metrics, retention strategies, and churn mitigation.
• Strong organizational skills, attention to detail, and consistency in CRM and task management.
• Excellent communication skills and ability to collaborate effectively across departments.
• Experience with Customer Success platforms (e.g., ChurnZero, Gainsight, Totango) is a plus.
• Comfortable working remotely with occasional travel (4–6 times per year).
• Bonus: familiarity with aviation or FinTech industries is advantageous.

Benefits:

• Competitive salary and performance-based incentives.
• Fully remote work flexibility with optional team or customer event travel.
• Comprehensive healthcare, wellness programs, and 401(k) options.
• Paid time off and holiday benefits.
• Employee recognition programs and opportunities for professional growth.
• Collaborative and inclusive culture with high engagement, creativity, and flexibility.