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 managing a large portfolio of accounts, leveraging digital CS methodologies, and ensuring customer satisfaction, retention, and expansion. This role requires experience managing large books of business using scalable, digital-first strategies. The position is remote within the US with minimal travel. ActivTrak is an equal opportunity employer.

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

Preferred Qualifications

• Proven track record of creative thinking
• Drive for learning
• Deep commitment to collaboration

Benefits

• Remote work within US
• Minimal travel
• Limited physical demands