Customer Success Manager

About Bonusly

Bonusly helps your team improve engagement and adopt the behaviors that set them, and your organization, up for long-term success. We make employee recognition meaningful, habitual, and connected to what matters most—helping organizations build cultures where people want to stay and grow together.

Responsibilities

• Manage a portfolio of ~100 customers in the mid-market space throughout the life cycle, owning their ultimate success by ensuring they realize the full value of the Bonusly platform.
• Own Growth and Retention: Take the reins on critical customer success metrics, including renewal, expansion, and upsell.
• Ensure Successful Launches: Project manage customer launches and consult on best practices for effective user adoption.
• Grow Adoption: Influence customers to effectively utilize Bonusly and expand their usage. Driving adoption requires active planning and expertise with organizational change.
• Develop Scaled Engagement Strategies: Look beyond 1:1 interactions to design and/or support one-to-many engagement initiatives. Build new strategies that maximize adoption, product education, and ongoing value across our broader customer base.
• Be the Voice of the Customer: Act as an internal champion for our users while balancing Bonusly’s business goals. Synthesize customer feedback, pain points, and success stories, sharing these insights cross-functionally to directly influence our product roadmap and company strategies.
• Support various Customer Success projects as needed.

Requirements

• Have a strong drive to understand clients’ business goals, anticipate future needs, and work relentlessly to help your clients achieve success.
• Have a retention mindset with a track record of handling renewals and upselling.
• Excel at identifying problems, discovering root causes, and working quickly to find long-term solutions.
• Are a wiz at looking for patterns in customer communications and experiences to create actionable feedback for the company.
• Are well-organized and detail-oriented, with a keen understanding of project management.
• Adept with standard business tools and practices, and able to learn new ones quickly.
• Thrive working autonomously and as part of a team.
• Have 3+ years of experience as a CSM handling a book of business including renewal management.

Skills

• Familiar with Claude, Gemini, ChatGPT, ChurnZero, Hubspot, and/or other SaaS tools.
• Experience in HR or related fields.

Pay

Base Salary: $87,000 - $115,000

Variable compensation based on retention.