Customer Success Manager

About the role

The Customer Success Manager (CSM) is responsible for onboarding new customers and building deep relationships with our existing client base. In this role, you will work cross-functionally with clients, sales, and product teams to drive adoption and outcomes that lead to renewals, expansion, and advocacy across your portfolio. CSMs are involved in the pre-sales process—including product demos and trial engagement—and continue post-sale with onboarding, engagement, expansion, and renewal activities.

You will understand customer outcomes through ongoing collection and analysis of data and feedback, turning this into onboarding and retention strategies while also informing the product roadmap.

Responsibilities

• Serve as an adviser to PurpleLab’s prospective and new customers to ensure successful onboarding, engagement, renewals, and expansion of the client relationship.
• Understand customer outcomes by communicating with customers, analyzing customer health metrics, and gathering other feedback.
• Represent the voice of the customer to provide input into core product, marketing, and sales processes.
• Collaborate closely with team members to support renewals and expansion opportunities.
• Serve as the primary contact for the onboarding of new customers, training platform end users, and post go-live support.
• Collaborate with the engineering and development team to configure the software platform per customers’ requirements and troubleshoot technical issues.
• Gauge customers’ levels of engagement with the company and provide feedback to other teams regarding product and service improvements.
• Provide insights to customers to maximize platform value and help grow our customer base.
• Stay informed about competing products and services.
• Perform other duties as assigned to support business needs and company objectives.

Requirements

• Bachelor’s degree is required.
• 5+ years of customer success experience in SaaS and/or DaaS services industry is required.
• Advertising, healthcare data analytics, Life Science, or Payer Provider market experience is required.
• Experience with SQL or other data analytics tools is required.