Customer Success Manager II

About the role

The Customer Success Manager II manages a portfolio of small to medium-sized media customers, acting as a trusted advisor and strategic partner. This role drives customer adoption, retention, and expansion while proactively identifying opportunities to deliver value and influence product strategy. The CSM II collaborates closely with cross-functional teams to resolve issues, implement solutions, and ensure a seamless customer experience.

Responsibilities

• Act as the primary point of contact for a portfolio of small to medium-sized media customers, building long-term, strategic relationships
• Guide customers through onboarding, adoption, renewal, and expansion, ensuring alignment with their goals and objectives
• Conduct business reviews, health checks, and strategic discussions to monitor satisfaction, product utilization, and adoption trends
• Serve as a customer advocate internally, collaborating with Product, Support, Onboarding, and other teams to address feedback and implement solutions
• Maintain accurate records of interactions, updates, and outcomes in CRM and customer success platforms
• Monitor customer health metrics and proactively identify risks, designing retention strategies and interventions
• Identify opportunities for account growth, including upselling, cross-selling, and driving expansion initiatives
• Deliver advanced product training, thought leadership, and best practices to help customers achieve outcomes and maximize ROI
• Analyze trends, adoption patterns, and feedback to provide insights and recommendations to leadership and product teams

Requirements

• Minimum 3–5 years of experience in customer success, account management, or a related field
• Experience managing multiple accounts and priorities in a fast-paced environment
• Excellent communication, interpersonal, and relationship-building skills with a customer-first mindset
• Strong strategic thinking, problem-solving, and analytical skills
• Proficiency in CRM and customer success platforms (e.g., Gainsight) and familiarity with success metrics
• Enthusiasm for technology and commitment to continuous learning about products and solutions

Qualifications

• Go-getter with an entrepreneurial mindset
• Understanding of business being people-centric
• Focused on making a difference for customers

Skills

• CRM and customer success platforms proficiency
• Strategic thinking and problem-solving
• Customer relationship management
• Communication and interpersonal skills

Benefits

• 18 days PTO
• 11 Holidays
• 16 hours per year of paid Volunteer Time Off
• Competitive Healthcare
• High Deductible Health Plan Option with $0 monthly premium for teammate-only coverage
• 100% AvidXchange paid Dental Base Plan Coverage
• 100% AvidXchange paid Life Insurance
• 100% AvidXchange paid Long-Term Disability
• 100% AvidXchange paid Short-Term Disability
• Employee Assistance Program (EAP)
• Onsite Health Clinic
• 401(k) Match
• Parental Leave
• Discounts on Pet, Home, and Auto insurance
• WeeCare Childcare Service
• Perks at Work
• Tuition Reimbursement
• Hybrid Workplace Flexibility
• Free parking

Pay

Compensation is commensurate with experience.

Schedule

Full-time schedule is offered.