Customer Success Manager, Commercial (EST)

The Customer Success Manager, Commercial role is listed on behalf of a partner company. The position is based in the United States and offers the opportunity to work with innovative AI-powered sales technology.

About the role

You will manage a portfolio of commercial accounts, guiding customers through onboarding, adoption, retention, and expansion opportunities. This role combines relationship management, onboarding expertise, product adoption strategy, and retention ownership to support customer growth and satisfaction.

Responsibilities

• Manage a portfolio of approximately 45 commercial accounts, ensuring customers achieve meaningful business outcomes and long-term value.
• Lead customer onboarding processes, helping new customers successfully integrate solutions into their sales workflows.
• Build strong customer relationships by understanding business goals, challenges, and opportunities for improvement.
• Analyze customer usage data and engagement metrics to identify adoption opportunities and proactively recommend solutions.
• Develop strategies to improve customer health, address risks, and increase retention.
• Support renewal processes by demonstrating customer value and ensuring successful outcomes.
• Identify opportunities for account growth and collaborate on expansion initiatives.
• Provide customer support when needed, helping resolve issues and ensuring a seamless experience.
• Contribute to scalable customer success processes that improve efficiency and customer satisfaction.
• Represent the voice of the customer internally by sharing feedback and collaborating with Product and other teams to improve offerings.

Requirements

• The ideal candidate is a customer-focused SaaS professional with experience managing B2B accounts, driving adoption, and supporting customer retention.
• Experience with customer onboarding, product implementation, and guiding users throughout the customer journey.
• Previous SDR experience or strong understanding of sales development processes is preferred.
• Familiarity with sales technology platforms and tools such as Outreach, Salesloft, Salesforce, HubSpot, or Apollo.
• Ability to use data analytics and customer insights to identify challenges and create proactive success plans.
• Strong written and verbal communication skills with the ability to build relationships with diverse stakeholders.
• Self-motivated and adaptable, with the ability to quickly learn and support evolving SaaS products.
• Demonstrated ability to take ownership, collaborate across teams, and manage multiple priorities in a fast-paced environment.
• Strong problem-solving skills and a customer-first mindset.

Benefits

• A competitive compensation package including a salary range of $135,000 - $153,000.
• Equity opportunities.
• A comprehensive benefits package.
• Remote work flexibility within the Eastern Standard Time Zone.
• Opportunity to work with innovative AI-driven technology transforming modern sales workflows.
• A high-impact role within a fast-growing SaaS environment.
• A collaborative culture with opportunities to work alongside talented and driven teams.
• Professional growth opportunities in a rapidly evolving industry.