Customer Success Manager

Summary

Join PathFactory as a Customer Success Manager and manage a portfolio of high-value enterprise and commercial accounts. Ensure customers realize the value of their PathFactory investment by driving product adoption and engagement. Collaborate with marketing and IT to achieve customer value and work closely with Account Directors on renewals and expansion strategies. Proactively monitor account health and serve as a product expert. Collaborate with internal teams to resolve customer challenges. This role requires 3+ years of experience in Customer Success or Account Management, strong relationship management skills, and the ability to manage multiple accounts in a fast-paced SaaS environment. PathFactory is a remote-first company.

Requirements

• 3+ years of experience in Customer Success or Account Management, with a focus on enterprise and commercial customers
• Ability to work strategically with multiple departments, including marketing and IT, to drive product adoption and customer value
• Proven ability to manage multiple accounts in a fast-paced SaaS environment
• Strong relationship management skills and the ability to engage with management and individual contributors across the customer organization

Responsibilities

• Manage a portfolio of enterprise and commercial customers, ensuring they achieve value from PathFactory’s platform by leveraging the use cases constructed during the onboarding process
• Drive product adoption and engagement by collaborating with marketing functions such as ABM, Demand Generation, and Content Marketing, as well as IT
• Conduct Strategic Check-ins to review progress, discuss goals, and reinforce the value PathFactory provides to the organization
• Work closely with Account Directors to align on renewal and expansion strategies by demonstrating the ongoing value of the platform
• Proactively monitor account health, usage, and engagement metrics to identify potential risks and take corrective action
• Serve as a product expert and advocate, ensuring customers are aware of new features, best practices, and ways to optimize their use of PathFactory
• Collaborate with internal teams, including Product, Support, and Solutions Engineering, to resolve customer challenges and ensure a consistent experience

Preferred Qualifications

Familiarity with the Martech industry is a plus

Benefits

• 4 weeks of paid vacation, accrued throughout the year, to promote a healthy work- life balance
• Generous medical, dental, and vision coverage, along with the option to participate in the company GRSP through WealthSimple
• 2 paid Volunteer Time Off (VTO) days per year to support causes that matter to you
• Props, our employee recognition program
• DevTalks, featuring insights from global thought leaders