Customer Success Manager

Why You’ll Love This Role:

• You’ll directly impact customer satisfaction, retention, and long-term engagement.
• Your work will ensure customers stay active, happy, and supported, providing measurable value to the business.
• You’ll develop and execute proactive, repeatable strategies to drive awareness, adoption, and engagement across a pooled account portfolio.
• You’ll collaborate with Finance to resolve payment disputes, escalations, and other account issues.
• You’ll work alongside a supportive team across Customer Success, Product, and Support to advocate for customers and improve processes.
• You’ll have the autonomy to influence customer outcomes while working in a collaborative, high-impact environment.

Qualifications:

• 2+ years of experience in Customer Success, Account Management, Client Services, or a related role.
• Strong organizational skills to manage a high volume of accounts with consistent, repeatable outreach.
• Excellent communication, problem-solving, and relationship-building skills, with a customer-first mindset.
• Goal-oriented, especially when it comes to achieving retention and satisfaction targets
• Comfortable collaborating across teams, including Finance, Product, and Support.
• Experience in SaaS or subscription-based business models preferred.
• Bachelor’s degree or equivalent professional experience is a plus.

Responsibilities:

• Serve as the primary point of contact for a pooled portfolio of core (mid-sized spend; non-strategic) accounts, focusing exclusively on retention, adoption, and satisfaction.
• Drive customer engagement through proactive, repeatable touchpoints that maximize platform usage and value realization.
• Partner with sales to drive account expansion; while the CSM is not responsible for growth, there are financial incentives in place to identify potential growth opportunities
• Implement structured processes to maintain consistent communication and engagement across the pooled account portfolio.
• Partner closely with Finance to resolve payment disputes, escalations, and account issues.
• Monitor account health and identify