Customer Success Manager

Summary

Join Agiloft as a Customer Success Manager (CSM) in our MidMarket region! You will build and maintain strong customer relationships, driving product stickiness and renewals. Collaborate with internal teams (implementation, support, sales, engineering) to help customers maximize Agiloft's potential, identify upsell opportunities, and ensure retention. The ideal candidate thrives in a fast-paced, remote environment, excels at relationship building, and possesses strong communication skills. This role involves proactive customer engagement, strategic advising, and data-driven decision-making to achieve customer success and growth. You will also contribute to pipeline growth by partnering with Account Executives on renewals and upsell opportunities. Agiloft offers a supportive work environment with a focus on work-life balance, including floating holidays and wellness days.

Requirements

• 2-4+ years in Customer Success, Relationship Management, or Account Management in SaaS companies with Mid-Market customers
• Exceptional communication skills, highly organized, collaborative, and detail oriented
• Proven experience building, maintaining and growing relationships, while working to mitigate churn and drive engagement and renewals
• Excellent interpersonal and communication skills, with a strong focus on customer-centric engagement and cross-functional collaboration
• Demonstrated ability to manage multiple accounts and objectives in a fast-paced environment
• Bachelor's degree or equivalent in any subject

Responsibilities

• Build and maintain strong relationships with customer contacts and internal stakeholders to ensure continuity and progress on customer matters
• Partner with customers to drive engagement, retention, and expansion
• Conduct Business reviews with customers to assess progress, understand evolving needs, and align on growth strategies
• Identify potential risks, uncover new opportunities for growth, and recommend strategies for increased adoption
• Act as a trusted advisor to customers, adopting a customer-first mindset to understand their business needs and advocate for their success
• Be able to assess customer needs and how we can help them be successful
• Set clear, transparent goals to meet customer requirements, working closely with internal teams to ensure goal alignment and successful delivery
• Maintain consistent and transparent communication with customers and internal stakeholders, representing the customer’s voice across teams
• Be passionate about data and insights, using data to drive meaningful change and demonstrate measurable impact
• Guide feature adoption and review new features and functionalities of Agiloft to help customers achieve success
• Partner with AEs on renewals and identify and qualify upsell opportunities, contributing to pipeline growth
• Additional duties as assigned

Benefits

• Floating holidays
• A quarterly, no-questions-asked wellness day