Customer Success Manager

Summary

Join our growing team as a Customer Success Manager and manage the post-sale customer lifecycle for our software platforms (FacilityONE, VLogic, and Wizard). You will build strong customer relationships, serve as the primary point of contact for customer issues, monitor customer health metrics, and deliver product training. This role requires proactive problem-solving, collaboration with internal teams, and identifying upselling opportunities. The ideal candidate has 5-7 years of experience in a similar role, strong communication skills, and proficiency with CRM systems. We offer a flexible, remote-first work environment with generous benefits, including unlimited PTO, 401k matching, and comprehensive health coverage.

Requirements

• 5-7 years experience in Customer Success, Account Management, or related client-facing roles, ideally in a SAAS environment
• Strong interpersonal and communication skills with the ability to build rapport and trust with clients
• Proven track record of managing multiple accounts and priorities in a fast-paced environment
• Proficiency with CRM systems (HubSpot preferred)
• A customer-first mindset with a passion for helping others succeed
• Ability to analyze customer data and usage trends to drive engagement and retention strategies

Responsibilities

• Build and maintain strong relationships with a portfolio of customers, ensuring their long-term success with our platforms
• Serve as the primary point of contact for customer questions, issues, and feedback
• Monitor customer health metrics and proactively address concerns to reduce churn risk
• Deliver product training, webinars, and ongoing support to increase user engagement and satisfaction
• Conduct regular check-ins and business reviews to ensure the solution is meeting clients' needs
• Collaborate with Sales, Product, and Support teams to advocate for customer needs
• Identify opportunities for upselling and expansion by understanding customer goals and challenges
• Maintain accurate records of customer interactions, usage trends, and renewal timelines

Preferred Qualifications

Experience working with clients in the government sector a plus

Benefits

• Skip the commute! We are a flexible, remote-first team with an office in Charlotte, North Carolina. We prioritize work-life balance for all employees, and we provide work equipment as well as a monthly internet stipend
• Generous health coverage including medical, dental, vision, and short- and long-term disability coverage
• Flexible vacation and generous time off - we have an unlimited PTO policy with no accruals, so no need to worry about 'use it or lose it'!
• 401k Matching - FacilityONE provides a 4% match on 401(k) contributions to help our employees invest in their futures
• Employee-recognition - we want everyone on our team to feel welcome and appreciated, so we encourage recognition of our peers for a job well-done or going above and beyond!
• Annual Wellness Benefits, which can be used towards gym memberships, fitness classes or apps, workout equipment, etc
• "Furternity" Leave - we understand that pets are an important part of our employee's lives. Personal time can be used to adopt or care for a furry friend