Customer Success Manager

Summary

Join our client, a company redefining employee wellbeing support, as their Customer Success Manager (CSM)! In this remote, full-time role, you will own the post-sale experience for SMB and mid-market clients. You'll guide clients through onboarding, foster long-term relationships, and act as the voice of the customer. Your responsibilities include driving product adoption, identifying upsell opportunities, and collaborating with internal teams. This role is perfect for someone with SaaS startup experience and a passion for workplace wellbeing. Success will be measured by key metrics such as Time-to-Value, Product Adoption, and Net Revenue Retention.

Requirements

• 3–5 years of experience in a Customer Success or Account Management role at a B2B SaaS company (Series A or later strongly preferred)
• Proven success managing a portfolio of customers and driving product adoption
• Excellent verbal, written, and presentation skills
• Highly organized with the ability to manage multiple clients and tasks
• Experience using tools like HubSpot, Intercom, Pipedrive, or similar CRM/support systems

Responsibilities

• Lead the end-to-end onboarding process for new accounts
• Customize onboarding based on customer goals and company size
• Deliver training sessions and provide hands-on product walkthroughs
• Monitor client health metrics and proactively engage to drive adoption
• Conduct regular check-ins and business reviews to track impact and ROI
• Educate clients on new features and best practices
• Identify upsell and cross-sell opportunities and collaborate with Sales
• Renew contracts and reduce churn by continuously delivering value
• Collaborate with Marketing to create customer stories and testimonials
• Partner with Product to relay client feedback and influence the roadmap
• Work with Support to resolve issues and provide a seamless client experience
• Help build CS playbooks, documentation, and scalable processes

Preferred Qualifications

Passion for workplace wellbeing, HR tech, or employee experience is a plus