Customer Success Manager

Via is supporting a fast-growing global SaaS company to recruit a Customer Success Manager to join its expanding customer team. This is an excellent opportunity to join a market-leading cloud technology business, helping customers maximize the value of their software while building long-term relationships and driving customer satisfaction.

About the role

As a Customer Success Manager, you'll act as a trusted advisor to customers, helping them successfully adopt the platform, resolve challenges, and achieve their business goals. Working closely with Technical Support, Sales, Professional Services, and Product teams, you'll coordinate customer requests, manage escalations, and ensure every customer receives an outstanding experience.

Responsibilities

• Build strong relationships with customers and become their trusted point of contact
• Guide customers through product adoption and best practices
• Coordinate with internal teams to resolve customer issues quickly
• Manage customer requests, questions, and escalations
• Ensure customers achieve value from the platform
• Monitor customer health and proactively identify potential risks
• Support implementation and onboarding activities
• Collaborate with Sales, Product, and Support teams to improve the customer experience
• Manage multiple customer projects simultaneously
• Deliver an exceptional customer experience at every stage of the journey

Requirements

We're interested in candidates from backgrounds such as:

• Customer Success Manager
• Associate Customer Success Manager
• Account Manager
• Customer Experience Manager
• Client Success Manager
• Customer Relationship Manager
• Client Services Manager
• Customer Support Manager
• Technical Account Manager
• SaaS Account Manager

You'll ideally have:

• Experience in Customer Success, Account Management, or another client-facing role
• Strong relationship-building and communication skills
• Excellent organizational and project management abilities
• Experience managing multiple priorities in a fast-paced environment
• Strong problem-solving skills and attention to detail
• A proactive, customer-first mindset
• Ability to work independently while collaborating across teams

A degree is preferred but equivalent professional experience will also be considered.

Benefits

• Comprehensive medical, dental, and vision coverage
• 401(k) with employer matching
• Generous paid holiday
• Paid parental leave
• Mental health and wellbeing support
• Employee stock purchase plan
• Remote working with hybrid flexibility
• Career progression within a global SaaS leader

Pay

$70,000–$100,000 OTE + annual performance bonus + equity opportunities

Schedule

Full-time, flexible start date. Remote (USA) with hybrid availability near office locations.