Customer Success Manager

The opportunity

Our team is seeking a mission-critical Customer Success Manager (CSM) to join our dynamic and customer-focused team. As the primary platform and success point of contact, the CSM will establish trusted relationships with customers, helping them accelerate adoption, achieve their strategic goals, and drive satisfaction and retention.

The ideal candidate is enthusiastic, passionate about customer advocacy, and excels at fostering customer success through collaboration and proactive support. They bring a product-curious mindset, can translate customer feedback into actionable insights, and are comfortable leading customer-facing projects that drive adoption and outcomes. This role is an exciting opportunity to build long-lasting relationships with clients while directly contributing to our company’s overall success.

Key Responsibilities

• Understand and track customer strategy and challenges; align Espresa’s Platform with their internal narrative and desired outcomes to maximize insights and value.
• Build and maintain strong relationships with key stakeholders and administrators to drive satisfaction, loyalty, and long-term success.
• Partner with the Implementation team during onboarding to ensure a smooth customer handoff, and independently lead customer-facing projects post-launch as needed to drive adoption and milestone achievement.
• Define success criteria and provide tailored recommendations to drive platform adoption, engagement, and ROI.
• Collaborate with Account Managers on account strategy to build cross-functional relationships, identify upsell opportunities, and support contract renewals.
• Deliver training sessions and create resources to empower customer teams to maximize platform adoption and value; serve as a product advocate by surfacing customer feedback and use cases to internal teams to inform product direction.
• Develop deep platform expertise to tailor solutions to customer needs, resolve inquiries effectively, and proactively identify product gaps or enhancement opportunities that impact customer outcomes.
• Administer various aspects of the platform on behalf of customers throughout the customer journey, as necessary.

Experience

• 5+ years in Customer Success, Account Management, or similar roles within a SaaS or technology environment, ideally supporting HR customers or benefits programs.
• Proven ability to drive customer adoption, achieve measurable outcomes, and build strong relationships with medium to large organizations.
• Exceptional communication, project management, and interpersonal skills, with experience monitoring KPIs, analyzing customer sentiment, and providing actionable insights.
• Proactive in identifying and resolving challenges, with a strategic perspective on operational efficiency and customer success.
• Quick to learn and deeply understand complex software platforms, with the ability to guide customers through configuration, troubleshooting, and best practices; a genuine interest in how product decisions affect customer experience is a plus.
• Comfortable steering conversations on common internet and software practices such as HTTPS, APIs, FTP, CSV file handling, and two-factor authentication (2FA).
• Demonstrated ability to lead customer