Customer Success Manager

Title: Customer Success Manager
Location: 100% Remote
Status: 6 months to start, with expecation to be ongoing if mutually agreed upon
Hours per week: 15 hrs/wk to start, potentially ramping to 25 hr/wk dependent on business needs and candidate availability
Hourly Range: $22 - $25/hr, may have flexibility for more experienced candidates


Our client is seeking a proactive and scrappy Customer Success Manager to join their team. As a key member of their team, you will wear multiple hats, providing exceptional support to our clients while contributing to various projects. This role requires someone who thrives in a fast-paced, dynamic environment, embraces flexibility, and is excited to make a direct impact on our clients and business success.

In this role, you’ll manage client relationships and ensure they achieve maximum value from our technology solutions, while also being ready to collaborate across teams and contribute to broader company objectives.

Key Responsibilities:

Client Relationship Management

1. Serve as the primary point of contact for assigned accounts, building trusted relationships with key stakeholders.
2. Act as a client advocate, addressing concerns, and identifying opportunities to improve satisfaction and results.
3. Be responsive to client needs with a sense of urgency and ownership, ensuring personalized and high-quality service.

Account Management

1. Onboard new clients, providing a seamless transition from sales to implementation and beyond.
2. Develop and execute tailored account strategies that align with client goals and business priorities.
3. Proactively conduct regular check-ins and business reviews to assess performance and identify growth opportunities.

Product Expertise & Advocacy

1. Become a product expert and trusted advisor, providing clients with guidance, training, and actionable insights to maximize their success.
2. Collaborate with cross-functional teams (Sales, Product, Support, etc.) to address challenges and deliver solutions.

Flexibility in a Small Company Environment

1. Embrace a hands-on approach, assisting with diverse responsibilities and projects beyond core account management, as needed.
2. Work closely with leadership to shape and improve customer success processes and strategies.
3. Contribute to internal initiatives such as process improvements, marketing campaigns, or product feedback loops.

Retention & Growth

1. Proactively drive client retention by ensuring measurable value from our platform.
2. Identify upsell and cross-sell opportunities, working collaboratively with Sales to grow accounts.
3. Lead renewal discussions and ensure smooth contract management.

Qualifications:

Experience

1. 3–10 years in Customer Success, Account Management, or a similar client-facing role, ideally in a technology or SaaS environment.
2. Experience working in a tech company or startup environment is a strong plus.

Skills

1. Exceptional communication and interpersonal skills, with the ability to connect with stakeholders at all levels.
2. Strong problem-solving skills and a solutions-oriented mindset.
3. Highly organized, with the ability to juggle multiple priorities and adapt to shifting needs.
4. Comfortable working both independently and collaboratively in a fast-moving, entrepreneurial environment.
5. Understanding of technology solutions - and SaaS business models is a plus.

What We Offer:

Flexibility and Support for Working Parents: Flexible work hours to accommodate family needs and a family-first culture that prioritizes our team's life outside of work.

Professional Growth and Development: Opportunities to grow alongside the business and shape your role as we expand.

Collaborative and Impactful Environment: A supportive and close-knit team where your ideas and contributions make a real impact.