Customer Success Manager

About the role

We're looking for a proactive and customer-focused Customer Success Manager (CSM) to ensure our customers achieve maximum value from our platform and services. This role involves building trusted relationships with enterprise and federal customers, guiding them through onboarding, adoption, and long-term success strategies, and serving as a strategic advisor to help customers achieve their operational, security, and compliance objectives.

Responsibilities

• Build and maintain strong customer relationships and drive customer satisfaction and retention
• Manage the customer lifecycle including onboarding, adoption, value realization, renewals, and expansion opportunities
• Communicate and present effectively to guide customers through platform capabilities and workflows
• Work cross-functionally with sales, product, engineering, and support teams to advocate for customer needs
• Organize and manage multiple customer accounts simultaneously
• Operate autonomously in a fast-paced, ambiguous, and customer-facing environment
• Identify upsell or expansion opportunities while maintaining a consultative and customer-centric approach
• Conduct customer business reviews, training sessions, and executive presentations
• Understand and improve the customer experience and build long-term customer partnerships

Qualifications

• Minimum of 3 years of experience in Customer Success, Account Management, Customer Support, or other customer-facing roles, preferably within SaaS or enterprise software
• Proven ability to build and maintain strong customer relationships and drive customer satisfaction and retention
• Experience managing the customer lifecycle including onboarding, adoption, value realization, renewals, and expansion opportunities
• Strong communication, presentation, and problem-solving skills with a customer-first mindset
• Ability to understand technical products and guide customers through platform capabilities and workflows
• Experience working cross-functionally with sales, product, engineering, and support teams to advocate for customer needs
• Strong organizational and project management skills with the ability to manage multiple customer accounts simultaneously
• Comfortable operating autonomously in a fast-paced, ambiguous, and customer-facing environment
• Experience supporting enterprise, cybersecurity, compliance, cloud, or SaaS platforms
• Familiarity with customer success tools such as Jira, Gainsight, Salesforce, HubSpot, Zendesk, or similar platforms
• Understanding of customer health metrics, adoption strategies, and retention best practices
• A degree in Business, Communications, Information Technology, or related field, or equivalent practical experience