Customer Success Manager

What We Expect You To Own And Run With

• Own Customer Relationships
• Manage a portfolio of ~15–20 enterprise and mid-market customers
• Build strong, trust-based relationships across multiple stakeholder levels, including executives
• Drive Customer Value & Outcomes
• Lead regular business reviews and strategic conversations focused on ROI and value realization
• Align customer goals with measurable outcomes and track success over time
• Retention & Risk Management
• Proactively identify churn risks and develop mitigation strategies
• Act early and decisively to ensure long-term customer retention
• Expansion & Growth
• Identify and drive upsell and cross-sell opportunities in partnership with Sales
• Contribute directly to net revenue retention and expansion targets
• Customer Success Planning & Execution
• Develop tailored success plans for each customer
• Maintain accurate account data, forecasts, and customer health metrics
• Monitor adoption, engagement, and performance using data and analytics
• Cross-Functional Collaboration
• Partner closely with Sales, Product, and Engineering
• Advocate for customer needs and translate feedback into actionable insights
• Operational Excellence
• Continuously improve processes and contribute to Customer Success best practices

Which Boxes You Need To Check

• 3+ years in Customer Success, Account Management, or similar customer-facing roles
• Strong experience in B2B SaaS environments
• Experience working with pricing, CPQ, revenue optimization, or data-driven products is highly preferred
• Proven ability to manage complex customer relationships and multiple stakeholders
• Experience leading business reviews and executive-level conversations
• Strong commercial mindset with a track record of driving retention and growth
• Able to understand and communicate complex SaaS solutions
• Comfortable working with data, dashboards, and analytics to drive decisions
• Structured, proactive, and highly organized
• Comfortable in a fast-paced, high-growth environment
• Strong ownership mindset with the ability to operate autonomously
• Experience with CRM systems such as Salesforce or HubSpot
• Familiarity with Customer Success platforms and analytics tools is a plus
• Willingness to travel approximately 1–2 times per month to meet customers

What We Offer

• Enjoy regular team events, modern downtown Chicago offices, and a dynamic work environment that fosters innovation and collaboration.
• Enjoy the freedom to design your workday with flexible hours and a hybrid work option, allowing you to balance time between home and our vibrant downtown Chicago office.
• Recharge with 25 paid vacation days each year to relax, explore, or focus on personal growth.
• We care about your health and well-being. In alignment with Chicago’s Paid Sick Leave Ordinance, you will receive 5 day of sick time per year to be used.
• Simplify your commute with our Transit Benefits Program, which provides subsidies for public transportation.
• Love a green commute? Enjoy a free Divvy bike share subscription, making it easy and eco-friendly to get around.
• We offer premium medical plans, including dental, vision, and life insurance, so you can focus on what matters most.
• Benefit from a 5% 401(k) match and an annual Learning and Development budget to support your professional growth.
• Take advantage of 3 months of paid parental leave to be there for your loved ones when they need it the most.