Customer Success Manager

Summary

Join Connecteam, a TLV-based startup revolutionizing the work experience for deskless employees. As a Customer Success Manager, you'll manage a high-volume portfolio of US-based mid-market and SMB customers, focusing on proactive engagement and maximizing their Connecteam investment. This fully remote role requires experience in digital-first customer success, leveraging automation and data analytics. You will drive adoption, retention, and expansion, while collaborating with sales and other teams. The ideal candidate possesses strong analytical and communication skills and thrives in a fast-paced environment. Connecteam offers a supportive and fun work environment with various benefits.

Requirements

• 2+ years of B2B SaaS experience in Customer Success, Scale CS, and Account Management
• Experience managing a high-volume portfolio (100+ accounts) using tech-touch & automation
• Proven ability to drive engagement and retention through digital programs, webinars, and self-service content
• Strong analytical skills, with experience using data to segment customers and trigger proactive outreach
• Excellent verbal and written communication skills, including experience with one-to-many communication strategies
• A team player who enjoys getting and providing feedback, sharing ideas, and constantly improving together
• Ability to work independently in a fast-paced, high-growth environment, balancing multiple initiatives at once
• Experience collaborating with global teams across different time zones
• A growth mindset with a passion for continuously improving customer experience at scale

Responsibilities

• Manage a large portfolio of mid-market and SMB customers, using automation, webinars, in-app messaging, and other digital strategies to drive adoption and retention
• Guide customers through adoption, and renewal phases using data-driven insights and segmentation-based engagement
• Analyze customer health scores, usage data, and churn risk indicators to proactively intervene when needed
• Identify upsell and cross-sell opportunities by leveraging customer data and strategic outreach in collaboration with the sales team
• Support customers who require higher-touch interventions, escalating to the appropriate teams when necessary
• Work with customers to create new use cases/success stories

Preferred Qualifications

Background in HR Tech, Workforce Management, or related industries

Benefits

• Medical coverage
• Insurance plan
• Paid time off for vacation, sick days
• Fully remote position