Customer Success Manager

Day To Day Responsibilities

• Portfolio Management: Manage a book of business exceeding 150 accounts by utilizing internal tools and automated workflows to provide consistent and high-quality support across the entire customer lifecycle.
• Efficient Onboarding & Adoption: Leverage provided resources, playbooks, and technology to rapidly move customers from signature to "First Value," to ensure a streamlined onboarding experience that sets the foundation for long-term utilization.
• Data-Driven Health Monitoring: Monitor customer health signals and automated triggers to proactively identify at-risk accounts. Prioritize outreach based on usage data and notifications to mitigate churn across a large portfolio.
• Digital Engagement Strategy: Execute "one-to-many" communication strategies, such as office hours, automated email campaigns, and digital value reviews to drive engagement and adoption without sacrificing personalized quality.
• Cross-Functional Collaboration: Partner closely with Account Management (AM) to hand off renewal-ready accounts and collaborate with Support and Product teams to resolve common technical hurdles at scale.
• Operational Excellence: Maintain rigorous documentation and activity logging within the CSRM/CRM to ensure leadership visibility into the health and trends of the high-volume segment.

Minimum Qualifications

• 3+ years of experience in Customer Success or Account Management, including 1 + year managing high-volume portfolios (100+ accounts)
• Experience using Customer Success automation platforms such as ClientSuccess, Gainsight, ChurnZero, or similar tools
• Strong written and verbal communication skills
• Experience onboarding customers
• Proven ability to build and maintain strong customer relationships
• Willingness and ability to travel periodically to customer and partner sites (approximately 25% travel)

Nice to Have

• Experience supporting and presenting Quarterly Business Reviews (QBRs)
• Experience partnering closely with renewals or account expansion teams

About Us

We are creating an engaging and interactive learning experience that helps people gain real-world skills and unlock new career opportunities. We’re on a mission to make learning more intuitive, empowering, and fun and we are looking for people who are excited to help others grow, succeed, and thrive. If you’re excited about blending creativity, technology, and meaningful impact, you’ll feel right at home here. Join us in building pathways to prosperity by creating immersive training simulations that prepare people for well-paying, in-demand careers and help make opportunity more accessible for everyone.

Benefits

• Medical, dental, and vision insurance
• Annual professional development budget for each employee
• 401(k) savings plan
• Life, AD&D, and disability insurance coverage
• Company-provided laptop and other necessary equipment
• Paid time off (PTO) to support work-life balance
• Paid company holidays
• Company-paid parental leave
• Flexible work arrangements in a remote-first environment with employees across the U.S.

Equal Opportunity Employer

At Transfr, we embrace diversity because it breeds innovation. Transfr is an equal opportunity employer that participates in E-Verify committed to providing equal employment opportunities to all applicants, consultants, and employees, and prohibits discrimination and harassment of any type without regard to race, color, religion, age, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Must be authorized to work in the United States without restriction

Learn more at transfrinc.com