Customer Success Manager (Remote, United States CST/EST Preferred)

About the Opportunity

The organization is seeking a Customer Success Manager to serve as a trusted advisor to customers, driving engagement, adoption, utilization, value realization, retention, and long-term success. In this role, you will build relationships with customer stakeholders and executive sponsors, develop success plans aligned with their business objectives, and help them achieve measurable return on investment throughout the customer lifecycle. This is a full-time, remote position based in the United States, with a preference for candidates located in the Central or Eastern time zones. The organization is open to considering more experienced customer success professionals based on applicant background and team needs.

Responsibilities

• Build trusted-advisor relationships with customer stakeholders and executive sponsors, understanding their business objectives and guiding them toward measurable value throughout their lifecycle.
• Co-create customer success plans by defining goals and success criteria, tracking progress through regular business reviews, and adjusting plans as customer needs evolve.
• Drive adoption and return on investment by understanding customer pain points, coaching customers on best practices to shorten time to value, and demonstrating relevant platform capabilities.
• Own customer health metrics such as Net Promoter Score (NPS), adoption, consumption, engagement, and renewal risk, using these insights to guide proactive account strategies.
• Serve as the internal voice of the customer by sharing feedback, success stories, and product requests to inform the product roadmap and develop referenceable advocates.
• Identify and mitigate risks to customer outcomes, partnering with Support, Professional Services, Product, and Sales to resolve escalations and protect renewals.
• Identify growth and account expansion opportunities, collaborating with Sales to facilitate conversions.
• Promote customer advocacy by identifying candidates for references, case studies, and advocacy initiatives.
• Partner closely with Sales Account Executives, Professional Services, Customer Support, Product, and Marketing to coordinate resolutions and maintain momentum toward customer objectives.
• Collaborate across a global organization while maintaining strong ownership and communication across your customer portfolio.

Required Qualifications

• Demonstrated experience in Customer Success, Account Management, Professional Services, Consulting, or a similar customer-facing role within a SaaS business model.
• Experience building and managing trusted relationships with customer stakeholders and executive-level contacts in a technology environment.
• Strong understanding of SaaS business models, including subscription software, services, adoption, and renewals.
• Strong business acumen with the ability to understand customer objectives and connect technology solutions to measurable business value.
• Strong technical aptitude and curiosity about technology and digital transformation, with the ability to learn new concepts quickly.
• Strong project and change leadership skills.
• Exceptional verbal and written communication skills, with confidence engaging diverse internal and external stakeholders.
• Strong presentation, facilitation, collaboration, and organizational skills, including leading virtual meetings with varied audiences.
• Demonstrated ability to manage multiple customer priorities while maintaining attention to detail and proactive follow-through.

Preferred Qualifications

• Experience with Enterprise Content Management, Information Management, workflow automation, knowledge management, or related technology solutions.
• Experience supporting complex or enterprise SaaS customers.
• Experience within the professional services industry.
• Experience conducting executive-level business reviews and managing customer health methodologies.
• Experience working within a global, cross-functional organization.

Benefits

• Health, dental, and vision insurance
• Flexible spending accounts
• Retirement plan with employer match
• Life and disability insurance
• Paid time off and paid holidays
• Flexible remote work environment