Full-Time Customer Success Manager

Position SummaryCustomer Success Managers (CSMs) will deliver services to customers on their purchased programs. They'll work with customers to define and execute project plans from start to finish. This role involves a broad spectrum of responsibilities focused on program success and exceptional customer service. The ideal CSM is highly organized, detail-oriented, and has excellent interpersonal skills. CSMs are responsible for customer health metrics and retention.

Key Requirements & Responsibilities

• Develop lasting customer relationships, acting as a trusted advisor throughout the customer lifecycle.
• Define compliance programs from start to finish, collaborating with Program Support to achieve client milestones.
• Manage client relationships and lifetime value, helping clients realize subscription value to preserve and grow revenue.
• Manage a book of business, overseeing customer health and performance metrics.
• Lead strategic planning sessions with customers, including Executive Business Reviews.
• Align solutions to customer challenges, optimize business value, and increase product adoption.
• Conduct program reviews to understand needs, status, gaps, and next steps, proactively supporting client tasks.
• Analyze program results and supply chain responsiveness, identifying program strategies and improvement opportunities with Program Support.
• Identify client goals and success metrics, ensuring quality product configuration during implementation and conducting regular progress check-ins with Professional Services.
• Support the Sales team in ongoing renewal management to meet targets.
• Take on special projects to enhance customer success processes.
• Act as a peer partner to new team members.
• Coordinate user permissions in the Assent platform.
• Collaborate with internal groups to ensure client success, growth, and strong customer references.
• Possess intermediate regulatory knowledge to consult with clients.
• Work with Product Management to identify improvements in product offerings, processes, systems, and tools.
• Input and maintain up-to-date communications with clients in the CRM.
• Adhere to corporate security policies.

Qualifications

• Excellent oral and written communication skills in English (additional languages are a plus).
• Minimum 3 years of related experience in customer success, project management, or consulting.
• Working knowledge of consultative customer management and/or project management.
• Experience in a technology/SaaS or Professional Services organization is a plus.
• Solid Microsoft Excel skills (pivot tables and lookup functions).

What is the last date for applying to the job?

Which countries are accepted for this remote job?