Customer Success Manager

About the Role

At 3E, we help customers realize lasting value from the products and services they rely on every day. We're looking for a Customer Success Manager to build strong customer relationships, drive product adoption, and support retention and growth across a defined book of business.

What You'll Do

• Build trusted relationships with customer stakeholders across your assigned book of business
• Partner closely with your Account Manager to support renewals, retention, and growth opportunities
• Drive adoption and engagement across 3E solutions by helping customers understand how to use our products effectively
• Execute customer success plans that align product value to each customer's goals and priorities
• Conduct proactive outreach and regular customer meetings to maintain engagement and momentum
• Identify at-risk accounts early by monitoring product usage, customer engagement, and feedback signals
• Develop and execute action plans to mitigate risk and improve customer outcomes
• Act as the voice of the customer internally, partnering with Product, Support, Sales, and other teams to remove barriers and improve the customer experience
• Build working knowledge across 3E’s product portfolio, becoming a trusted resource for customers and internal partners
• Share customer insights and product feedback to help improve internal processes, support strategies, and service delivery

What Makes You a Great Fit

• 2+ years of experience in Customer Success, Account Management, client services, or another customer-facing role
• Experience in SaaS, technology, information services, or a similar environment
• Strong relationship-building skills and the ability to establish credibility with a range of customer stakeholders
• A customer-first mindset paired with strong business and commercial awareness
• Experience driving product adoption, engagement, and customer outcomes
• Ability to work cross-functionally and collaborate effectively with Sales, Product, Support, and other internal teams
• Strong communication skills, with the ability to explain value clearly and confidently
• Ability to learn multiple products and become a strong generalist across a broad solution set

Preferred qualifications

• Experience supporting renewals, retention, or expansion within a recurring-revenue business
• Familiarity with customer success metrics such as NRR, usage trends, and engagement cadence
• Experience using CRM and customer success tools such as Salesforce or similar platforms
• Exposure to environmental, regulatory, compliance, or other complex B2B software environments
• Experience supporting mid-market or enterprise customers
• Experience working with geographically distributed customers and traveling for onsite meetings