Remote Customer Success Manager

Summary

Join our team as a Customer Success Manager and play a key role in ensuring high-value enterprise and commercial customers achieve value from PathFactory's platform.

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

Benefits

• 4 weeks paid vacation, accrued throughout the year, to promote a healthy work-life balance
• Generous medical, dental, and vision coverage
• 2 days paid VTO (volunteer time off) every year to help impact your community