ActivTrak is hiring a
Customer Success Manager

Summary

Join our team as a Customer Success Manager (CSM) to manage and grow our Scaled SMB customer base, utilizing digital Customer Success methodologies to efficiently manage a large portfolio of accounts.

Requirements

• 2+ years of experience in Customer Success or related roles, with a focus on managing a scaled book of business for SMB customers
• Proven ability to manage large numbers of customer accounts effectively using digital CS tools and methodologies
• Experience driving retention, upsells, and renewals within a scalable model
• Excellent communication and interpersonal skills with the ability to build strong relationships across stakeholders
• Ability to analyze customer data to make informed decisions and optimize account performance
• Strong problem-solving skills and a proactive, solution-oriented mindset
• Passionate about helping customers achieve success and value from software solutions

Responsibilities

• Manage and scale a large portfolio of SMB customers to ensure their success with ActivTrak products and services
• Leverage digital customer success methodologies to deliver proactive and automated support, including customer onboarding, product adoption, and usage optimization
• Be the main point of contact for customer questions and issues, ensuring a timely resolution by working cross-functionally with support, product, and sales teams
• Monitor customer health metrics to identify at-risk customers and proactively engage with them to drive retention
• Conduct business reviews and success planning sessions to understand customer goals, align with business outcomes, and deliver strategic value
• Drive customer expansion and upsell opportunities by identifying new use cases and advocating for additional products and features
• Collaborate closely with sales to ensure smooth customer handoffs and to provide insights into potential growth opportunities
• Maintain and improve internal documentation, playbooks, and templates to scale the digital-first customer success experience
• Advocate for customers by providing product feedback and insights to our product and engineering teams

Benefits

• Remote work
• Flexible hours