Customer Success Manager

Location: Remote. Employment Type: Contract. Contract Length: Approximately 6 months.

About the role

Addison Group is seeking an experienced Customer Success Manager for a growing organization within the technology and professional services space. This is a fully remote opportunity for a customer-focused professional who enjoys managing a large portfolio of accounts, building strong client relationships, driving product adoption, and proactively identifying opportunities to improve the customer experience. The ideal candidate has experience working in a fast-paced, technology-driven environment and is comfortable using customer data, CRM platforms, automated workflows, and digital engagement strategies to manage customer relationships at scale.

Responsibilities

• Manage a high-volume portfolio of customer accounts while maintaining strong relationships and consistent engagement.
• Monitor customer health, product utilization, engagement, satisfaction, and other indicators to proactively identify potential risks.
• Develop strategies to improve customer retention, adoption, engagement, and overall satisfaction.
• Conduct proactive customer outreach focused on product value, best practices, education, and long-term success.
• Serve as a trusted point of contact for customers and connect them with the appropriate internal resources when needed.
• Utilize CRM and customer success platforms to manage accounts, document interactions, track risks, and prioritize outreach.
• Leverage automated workflows, customer journeys, reporting, dashboards, and digital engagement strategies to efficiently support a large customer base.
• Identify opportunities for additional products, services, or solutions based on customer needs.
• Partner cross-functionally with Sales, Support, Product, Renewals, Training, and other internal teams.
• Maintain accurate and thorough documentation of customer interactions, concerns, risks, and follow-up activities.
• Analyze customer trends and feedback to identify opportunities for process improvement and an enhanced customer experience.
• Contribute to customer retention, satisfaction, adoption, and growth initiatives.

Qualifications

• 3+ years of experience in Customer Success, Account Management, Relationship Management, or a similar customer-facing role.
• Experience managing a large portfolio of customer relationships simultaneously.
• Previous experience within B2B SaaS, technology, financial services, fintech, compliance, risk management, or another customer-focused business environment preferred.
• Experience utilizing CRM or customer success platforms such as Salesforce, HubSpot, Gainsight, ChurnZero, or similar systems.
• Comfortable working with dashboards, reporting, automated workflows, customer journeys, health scores, and customer engagement data.
• Strong ability to identify customer risk and develop proactive strategies to improve retention and satisfaction.
• Excellent written and verbal communication skills.
• Strong organizational skills with the ability to prioritize competing responsibilities in a high-volume environment.
• Ability to build relationships and collaborate effectively across multiple internal departments.
• Experience working within a scaled or digital-first customer success environment is a plus.
• Bachelor’s degree preferred.

Benefits

Medical, dental, vision, and 401(k) eligible.

Pay

$30.00 - $35.00 per hour.

Schedule

Must be able to work Central Time hours.