Customer Success Manager

Summary

Join ActivTrak as a Customer Success Manager (CSM) to manage and grow our MME customer base. You will build strong relationships with customers, driving successful outcomes at scale. Responsibilities include ensuring customer satisfaction, retention, and expansion using digital CS methodologies. This role requires managing a large portfolio of accounts, leveraging digital tools for proactive support, and collaborating with cross-functional teams. The ideal candidate has 3+ years of experience in customer success, managing MME customer books of business, and utilizing CS tools and methodologies. The position is remote within the US with minimal travel.

Requirements

• 3+ years of experience in Customer Success or related roles, with a focus on managing a book of business for MME customers
• Proven ability to manage large numbers of customer accounts effectively using 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 MME 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

• Position is remote within US
• Minimal travel
• Limited physical demands