Customer Success Manager

What You’ll Do:

• Serve as the primary point of contact for key customers throughout the customer lifecycle, including onboarding, adoption, advocacy, renewal, and expansion
• Guide customers to become product experts by training users and teams to confidently use the platform independently
• Monitor customer health metrics and lead regular business reviews to celebrate wins, uncover risks, and identify growth opportunities
• Proactively identify churn or downgrade risks and build action plans to improve retention and customer outcomes
• Build strong executive and user-level relationships, acting as a trusted advisor to stakeholders across the organization
• Partner cross-functionally with Product, Sales, Marketing, and Support to improve the customer experience and drive long-term success
• Represent the voice of the customer internally by sharing feedback, trends, and recommendations that influence product roadmap and strategy
• Support product launches and validate new releases to ensure enhancements are customer-ready
• Create scalable customer education resources such as training materials, demo videos, help documentation, and best practices guides
• Help improve and scale the Customer Success function by identifying process improvements, new engagement strategies, and operational efficiencies
• Establish and measure weekly, monthly, and quarterly goals tied to customer adoption, retention, and satisfaction
• Introduce and champion AI tools and workflows, including helping the team adopt tools like Claude and AI coworkers to work smarter and faster

What You’ll Need:

• 3+ years of experience in Customer Success, Account Management, or a customer-facing SaaS role
• Experience working with field service, mechanical, technician-based, or operations-heavy businesses strongly preferred
• Strong business acumen with the ability to understand customer workflows and translate product value into business outcomes
• Proven ability to build trust and drive results with a broad range of stakeholders, from executives to frontline users
• Demonstrated success resolving complex customer issues, strengthening relationships, and turning detractors into advocates
• Comfortable learning new technologies quickly and speaking confidently about software solutions
• Experience using CRM and Customer Success platforms preferred
• Well versed in AI tools and excited to bring new ideas, train others, and help integrate AI into day-to-day work
• Strong written communication skills