Customer Success Manager

Job Title: Customer Success Manager (CSM)

Location: Remote (US)

About Us

Aligned is the buyer enablement platform that helps modern B2B revenue teams close deals faster by solving the real problem: buying complexity.

The biggest reason deals stall isn’t bad sales execution: it’s buyer friction. More stakeholders, longer sales cycles, and greater budget scrutiny mean buyers struggle to evaluate, gain internal buy-in, and get a deal approved.

Aligned removes these roadblocks by giving sellers and buyers a single shared space – one link with every decision resource, stakeholder, and next step in one place.

With real-time signals, mutual action plans, and embedded deal playbooks, Aligned helps AEs drive deal momentum, reduce ghosting, and close with confidence – all while enabling their buyers to win.

Job Overview

As a CSM at Aligned, you'll manage a portfolio of SMB and mid-market customers, primarily in the US, ensuring long-term success through proactive account management. Your focus will be on driving customer satisfaction and platform adoption, while building strong relationships to maximize the value and impact of Aligned for our customers. You'll work cross-functionally to optimize onboarding processes, prove ROI, and grow customer value. This role reports directly to the VP of Customer Success.

Key Responsibilities

• Onboard & Train: Act as a consultant as you guide new customers through setup and best practices, demonstrating the value of Aligned's platform to both daily users and management across different teams, ensuring a smooth and impactful onboarding experience.
• Tailor Solutions: Customize and implement templates in Aligned that map to our customers' unique sales processes and workflows.
• Account Management: Serve as the primary contact, ensuring satisfaction, adoption, renewals, and upsells. Effectively manage a book of business by prioritizing tasks and maintaining strong attention to detail across all customer interactions.
• Customer Engagement: Conduct regular business reviews to align customer goals and showcase value. You'll use Aligned's own platform to drive engagement, alignment, and deal momentum with your customers, practicing what we preach.
• Renewals & Expansion: Increase retention and grow accounts through strategic upsells (together with AEs) and deepening relationships across departments.
• Proactive Relationship Management: Proactively monitor customer health and use a data-driven approach to identify opportunities to drive engagement, mitigate churn risks, and enable account expansion.
• Prove ROI: Demonstrate Aligned's ROI to ensure product stickiness and drive renewals.
• Collaborate: Work with sales, product, and support teams to meet customer needs and improve the product.

Experience

• 2+ years of experience in customer success, support, or account management, ideally in a SaaS or B2B environment
• Experience working directly with business users and navigating multi-stakeholder relationships
• Demonstrated ability to manage multiple accounts simultaneously with strong organizational skills and attention to detail
• Strong written and verbal communication skills; experience with CRM tools (HubSpot, Salesforce, Gainsight, etc.) a plus
• Preferred: Exposure to sales tech or a strong interest in the sales process
• Self-motivated, coachable, and able to thrive in a fast-paced environment