Customer Success Manager

About the role

We're seeking an experienced Account Manager with a Customer Success mindset who has proven success consistently hitting or exceeding quotas. This role is perfect for someone who thrives on building deep, lasting relationships with their book of business while uncovering and closing strategic upsell opportunities.

Responsibilities

• Own a portfolio of assigned accounts and drive expansion revenue through upsell and cross-sell opportunities.
• Proactively identify, create, and close upsell deals by understanding customer goals, pain points, and processes.
• Manage pipeline and accurately forecast expansion revenue; consistently hit or exceed quota.
• Execute strategic growth plans within accounts, collaborating with marketing and product teams when needed.
• Ensure success and renewals by developing and maintaining strong business relationships with customer stakeholders, becoming a trusted advisor.
• Lead customer health checks to assess usage, application performance, and adoption.
• Educate customers on platform features, best practices, and new functionality.
• Partner with clients to define short, mid, and long-term goals, and develop joint success plans to realize them.
• Support onboarding and implementation teams; follow escalation processes as needed for at-risk accounts.
• Visit customers periodically (up to 30% travel) to deepen engagement and drive outcomes.

Requirements

• 4+ years of proven success in a quota carrying Account Manager or Customer Growth role at a B2B SaaS company.
• Demonstrated ability to build lasting relationships across a book of business and convert those relationships into expansion revenue.
• Comfortable being measured on cross-sell and upsell bookings as well as net retention results.
• Experience working with mid-market to enterprise B2B clients, ideally in field service, manufacturing, healthcare, construction, facilities management, or government.
• Outstanding communication skills clear, articulate, and persuasive in both written and verbal formats.
• Strong project management and problem-solving skills; able to juggle multiple priorities across accounts.
• Highly proficient using tools like Salesforce, Excel (for data/reporting), PowerPoint (for executive summaries), and other reporting platforms.
• General familiarity of common software solutions used by companies to manage their day-to-day operations and work.
• Bachelor's Degree with solid general business acumen.

Qualifications

• Nice to have: experience working with government or public sector clients.
• Nice to have: technical acumen with integrations between SaaS products.

Skills

• Customer Success mindset
• Account Management
• Upsell and Cross-Sell Opportunities
• Strategic Growth Plans
• Customer Relationship Management
• Customer Health Checks
• Customer Education
• Joint Success Planning
• Onboarding and Implementation Support
• Customer Visits

Benefits

Full health coverage, 401(k), FTO (flexible time off), and a collaborative, mission-driven team.

Pay

$100-$120k base +10% bonus

Schedule

Hybrid work environment with up to 2 days remote per week