Customer Success Manager

Summary

Join Imply, a fast-growing database company, as a Customer Success Manager. You will be the primary point of contact for a portfolio of accounts, driving customer satisfaction and ensuring account health. Responsibilities include leading customer renewals, managing customer relationships, collaborating with internal teams, and identifying growth opportunities. You will need 3+ years of experience in a customer-facing role in the technology or SaaS industry, strong business acumen, and exceptional communication skills. Imply offers competitive compensation, benefits including 100% paid medical, dental, and vision, 401(k), unlimited paid time off (USA only), and more. Even if you don't meet every requirement, apply; Imply is dedicated to building a diverse and inclusive workplace.

Requirements

• Minimum 3+ years in Customer Success, Account Management, or a similar customer-facing role in the technology or SaaS industry
• Strong business acumen with the ability to articulate how technology solutions deliver measurable value to customers
• Proven ability to lead complex customer relationships, including renewals and growth discussions, with technical and business stakeholders
• Exceptional communication and interpersonal skills to build trust and foster collaboration with diverse customer teams
• Ability to identify and execute growth opportunities while driving adoption across customer organizations
• Comfortable managing multiple accounts simultaneously, maintaining high attention to detail and prioritization

Responsibilities

• Serve as the primary point of contact for a portfolio of accounts, driving customer satisfaction, fostering relationships, and ensuring overall account health
• Lead end-to-end customer renewals by demonstrating value, identifying expansion opportunities, and aligning with customer success goals
• Own customer relationship management, from onboarding and adoption to continued engagement, ensuring seamless transitions and sustained platform usage
• Collaborate with internal teams (Customer Architects, Sales, and Support) to address customer needs and proactively resolve challenges
• Partner with customers to identify measurable business outcomes and develop success roadmaps tailored to their objectives
• Drive adoption by engaging multiple stakeholders across customer organizations, expanding institutional usage and visibility of the platform
• Proactively identify and communicate customer feedback, influencing the product roadmap to address gaps and enhance satisfaction
• Develop industry expertise in key verticals to better anticipate customer challenges and provide strategic insights

Preferred Qualifications

• Experience with cloud platforms (AWS, GCP, Azure), SaaS technologies, and data-driven solutions, enabling you to guide customers effectively
• Familiarity with data analytics, visualization tools, or data-driven business strategies
• Experience working with or alongside technical teams, bridging the gap between business outcomes and technical execution
• Exposure to renewals-focused methodologies like MEDDIC or equivalent
• Background in data architecture, engineering, or tools such as SQL, ETL platforms, or data modeling

Benefits

• 100% Paid Medical, Dental and Vision Benefits
• 401(k) Program
• Fertility Coverage
• Pet Insurance
• Dependent Care FSA
• Mental Health Support
• Life and AD&D Insurance
• Unlimited Paid Time Off - USA Only
• Wellness Stipend
• Home Office Equipment Reimbursement
• Pre-Tax Commuter Benefits