Customer Success Manager

In this role, you will manage the customer lifecycle for an assigned portfolio, ensuring consistent engagement, measurable value realization, and proactive account management.

• Manage a portfolio of commercial and mid-market accounts, tailoring outreach and engagement strategies to customer goals, account history, and lifecycle stage.
• Serve as the primary point of contact for customers, building trusted relationships with day-to-day contacts and developing credibility as an advisor on product adoption and business value.
• Create and maintain customer success plans aligned with customer objectives, leading regular adoption reviews and identifying underutilized product features.
• Communicate the value delivered by the platform in business terms, quantify realized benefits against expectations, and align with customers on outcomes.
• Coordinate the renewal process for assigned accounts in partnership with Account Executives, manage renewal timelines, maintain accurate forecasts, and escalate commercial decisions when necessary.
• Monitor account health and proactively identify renewal risks, developing action plans to improve engagement, adoption, and retention.
• Handle day-to-day customer concerns and lower-complexity escalations, coordinating with Support and Product teams to resolve issues and address root causes.
• Collaborate with Account Executives, Support, and Product on account initiatives, sharing clear summaries of customer feedback and participating in cross-functional account discussions.
• Maintain accurate account plans, track customer progress, and use Gainsight health scores and reporting tools to guide engagement decisions.
• Help customers implement new product features, communicate relevant updates, and educate them on fraud prevention and authentication best practices.
• Facilitate product enhancement requests, beta engagements, customer references, and case studies while ensuring customer insights reach the appropriate internal teams.
• Establish appropriate engagement cadences to address outstanding issues, review performance, and encourage continued product adoption.
• Conduct annual customer satisfaction surveys, communicate findings internally and externally, and manage contractual commitments and monthly subscription license usage.
• Use Gainsight, Salesforce, analytics, and reporting tools to monitor customer health, interpreting system-generated signals with sound judgment and contextual understanding.

Requirements:

The ideal candidate is a customer-focused professional with experience managing technology accounts, communicating business value, and coordinating renewals while navigating evolving customer needs.

• 3–5+ years of relevant professional experience, including at least 2 years in Customer Success or account management within a SaaS or technology environment.
• Experience managing commercial or mid-market customer portfolios and building strong, trusted relationships with customer stakeholders.
• Ability to develop customer success plans, align product adoption with business objectives, and communicate measurable value.
• Understanding of renewal processes, renewal forecasting, and proactive identification of account risks.
• Strong communication and presentation skills, with the ability to engage effectively with stakeholders at different organizational levels.
• Experience with Gainsight or a similar customer success platform, Salesforce, and Google Workspace.
• Analytical skills, including the ability to interpret account data, identify trends, assess customer health, and recommend improvements.
• Excellent relationship-building skills and the ability to collaborate effectively with internal teams and external customers.
• Resilience, adaptability, and resourcefulness when managing challenges, ambiguity, and changing priorities.
• A proactive and accountable approach, with strong follow-through, independent problem-solving, and a commitment to customer experience.
• Passion for improving customer experiences in voice-based interactions and related technology environments.
• Willingness and ability to travel up to 25% as required.

Preferred qualifications:

• Familiarity with call center technology, Contact Center as a Service (CCaaS), or contact center infrastructure.
• Experience in fraud prevention, identity authentication, cybersecurity, or related technology sectors.

Benefits:

• Base salary: $88,000–$106,000 per year.
• Additional compensation: Eligible for commission payments.
• Work arrangement: Fully remote position within the United States.
• Career development: Opportunity to grow toward senior customer success responsibilities and more complex enterprise accounts.
• Professional exposure: Work with enterprise-grade identity verification, authentication, and fraud prevention technologies.
• Travel opportunities: Customer and industry engagement, with travel of up to 25% required.
• Additional benefits: Specific healthcare, retirement, and paid-time-off details are not provided in the job description.