Customer Success Manager II

About the Role

Ready to make a serious impact? Millions of people already rely on the product, and the organization is still in the midst of exciting product growth — it’s a fantastic time to join the team. Everything you’ll work on here will accelerate your career to the next level. If you want to learn, grow, and do the best work of your life alongside the best people you’ve ever worked with, then the organization hopes you’ll consider allowing this role to be a part of your professional journey.

Responsibilities

• Manage a high-volume, diverse portfolio of 200+ accounts within the scaled segment, balancing efficiency with personalized customer engagement.
• Drive renewals as a core priority, using usage data and automation to efficiently assess risk and likelihood to renew across a large book of business.
• Understand and navigate complex customer environments to uncover expansion opportunities across multiple business units and stakeholders.
• Deliver a consistent, scalable customer experience across a high-volume portfolio by leveraging playbooks, automation, and data signals to proactively identify risk and expansion opportunities.
• Collaborate cross-functionally with Sales, Product, and Support to elevate the customer voice and influence product direction.

Qualifications

• 2-3+ years of experience in Customer Success, Account Management, Renewals, or Sales within a SaaS/PLG environment.
• Proven track record of owning and driving renewals across a high-volume book of business, with experience supporting customers who have multi-team or multi-product usage.
• Skilled in analyzing customer data to drive strategic outcomes and uncover trends that inform proactive engagement.
• Confident with tools like Salesforce, Gainsight, DocuSign, and other CS systems; dedicated to keeping internal systems up-to-date and accurate across a high-volume book of business.
• Able to work independently on most customer scenarios, collaborate effectively with cross-functional teams, and contribute to team best practices and process improvements.
• Excellent communicator with strong business acumen and a sharp eye for balancing customer satisfaction and company goals.
• Authorized to work lawfully in the United States of America as the company does not engage in immigration sponsorship at this time.

Pay

The ranges listed below are the expected annual base salary for this role, subject to change. The company takes a number of factors into consideration when determining an employee’s starting salary, including relevant experience, relevant skills sets, interview performance, location/metropolitan area, and internal pay equity.

• Tier 1 Salary Hiring Range: $95,605—$109,262 USD (San Francisco, CA; San Jose, CA; New York City, NY)
• Tier 2 Salary Hiring Range: $87,638—$100,157 USD (Chicago, IL; Austin, TX; Denver, CO; Boston, MA; Washington D.C.; Philadelphia, PA; Portland, OR; Seattle, WA; Miami, FL; and all other cities in CA)
• Tier 3 Salary Hiring Range: $79,670—$91,052 USD (All other locations not in Tier 1 or Tier 2)

Base salary is just one component of the total rewards package. All full-time (30 hours/week) employees are also eligible for equity awards and competitive benefits. Eligible Sales employees also qualify for a Sales Incentive program. The company uses the zip code of an employee’s remote work location, or the onsite building location if hybrid, to determine which metropolitan pay range is used.

Schedule

This is a full-time role requiring 30+ hours per week. The role may require occasional travel for company events, team collaboration, or offsites.