Lifetime Customer Success Manager

Key Responsibilities

• Serve as the primary point of contact for all accounts post-onboarding, focusing on renewal readiness, engagement, and long-term satisfaction.
• Conduct periodic strategy and adoption calls to ensure clients are using key features and meeting their business goals with BoldTrail.
• Regularly review account health metrics to identify risk indicators (low adoption, support issues, or inactive users) and proactively intervene.
• Collaborate with Product, Support, and Implementation teams to resolve complex issues, ensuring clients feel supported and informed.
• Partner with Account Management to identify expansion or upsell opportunities that align with the client’s goals and usage.
• Gather feedback and insights from clients to inform internal teams and help shape future product improvements.
• Maintain a strong handoff process from Launch CSMs and ensure smooth transitions between lifecycle phases.
• Accurately log activities, meeting notes, and account health updates in Salesforce for visibility and reporting.

Qualifications

• Experience: 3+ years in Customer Success, Account Management, or a related SaaS role, ideally managing a portfolio of SMB/MM/enterprise clients.
• Skills: Strong relationship-building and communication skills. Ability to manage a large portfolio while staying organized and proactive. Experience using Salesforce and customer health dashboards. Strategic mindset with a focus on both retention and value realization. Comfort managing escalations and guiding customers toward solutions.

Company Benefits

• Competitive salary
• Medical plans to choose from - 1 PPO and 2 HDHPs
• Dental plans to choose from
• Vision
• HSA - company-funded
• FSAs - healthcare, limited purpose, dependent care
• Short-Term Disability - company-paid
• Long-Term Disability - company-paid
• Basic Employee Life Insurance - company-paid
• Voluntary Dependent Life Insurance
• Voluntary Accident Insurance
• Voluntary Critical Illness
• Voluntary Hospital Indemnity
• ID Protection
• Pet Insurance
• 401(k) Retirement Savings with company match
• Paid PTO/Vacation/Sick Time
• 11 company-recognized holidays