Customer Success Manager (Level 2)

Summary

Join Casebook PBC's Customer Experience team as a Level 2 Customer Success Manager! This remote role focuses on driving customer satisfaction, growth, and retention for SMB nonprofit and public sector accounts. You will manage the entire customer lifecycle, from onboarding and adoption to renewals and expansion. Success in this strategic, hands-on position requires strong relationship-building, communication, and data analysis skills. You'll collaborate with internal teams and leverage CRM tools to achieve key business metrics. This is an opportunity to make a real impact in a mission-driven company.

Requirements

• 4+ years in Customer Success, Account Management, or related roles, ideally within the SaaS industry serving SMBs, nonprofits, or public sector organizations
• Minimum 1 year experience w/ Technical Escalations
• Proven ability to manage the end-to-end customer lifecycle, including onboarding, adoption, renewal, and expansion
• Strong relationship-building skills with a customer-first mindset
• Excellent communication, presentation, and negotiation skills
• Data-driven and results-oriented, with experience managing metrics such as NRR and churn
• Familiarity with the unique challenges and needs of nonprofit and public sector organizations
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot), customer success software, and basic analytics tools

Responsibilities

• Lead the end-to-end onboarding process, ensuring a seamless and successful implementation of the SaaS platform
• Develop and execute customized onboarding plans that align with customer goals and organizational capacity
• Proactively manage a portfolio of SMB nonprofit and public sector accounts
• Conduct regular check-ins, business reviews, and training sessions to maximize customer adoption and engagement
• Provide insights and best practices tailored to the nonprofit and public sector landscape
• Continuously develop innovative and scalable customer engagement strategies to support growth and retention
• Own and drive renewal discussions, ensuring a high customer retention rate and achieving Gross Churn targets
• Identify and pursue expansion opportunities by aligning customer needs with additional services or features
• Serve as a trusted advisor and advocate for customers, ensuring they achieve their desired outcomes
• Monitor and manage customer health scores, taking proactive measures to address challenges
• Collect and share customer feedback to influence product development and continuous improvement
• Meet or exceed targets for NRR, Gross Churn, health, and sentiment
• Utilize CRM tools and dashboards to track progress and document customer interactions and outcomes
• Collaborate with internal teams (e.g., Sales, Product, Support) to ensure customer success and satisfaction
• Actively seek and implement new ideas to engage customers, drive product adoption, and enhance customer success outcomes
• Work independently to identify areas of improvement within existing processes and spearhead initiatives for optimization
• Stay ahead of platform developments and industry trends to serve as a knowledgeable and strategic advisor to customers

Preferred Qualifications

Bachelor’s degree in Business, Nonprofit Management, or a related field

Benefits

• A mission-driven, collaborative work environment focused on creating positive change
• Opportunities for professional growth and development
• Competitive salaries and a comprehensive benefits plan, including fully funded medical, dental and vision plans, 401k contributions and generous paid time off