Full-Time Customer Success Manager

Overview: The Customer Success Manager (CSM) is passionate about customer success with Scaled Agile's offerings. They engage customers post-sale, aligning customer needs with solutions. Responsible for adoption and retention.

Responsibilities:

• Manage a customer portfolio (mix-touch outreach).
• Support customers through onboarding, nurturing, and renewal.
• Ensure a smooth customer journey for strong retention and growth.
• Advocate internally for customer value.
• Drive customer engagement in Scaled Agile Communities.
• Partner with Regional Sales Account Managers.
• Monitor customer usage, health, and growth opportunities.
• Identify and manage at-risk customers.
• Lead implementation with higher-tier customers (virtual/onsite training).
• Develop and maintain customer success plans and quarterly reviews.
• Deepen understanding of customer business drivers.
• Monitor customer satisfaction and value realized.
• Provide consultative guidance on product and community use.
• Contribute to Customer Success team infrastructure.

Requirements:

• 3+ years B2B customer success/sales/support experience.
• Technical mindset & ability to translate complex scenarios.
• Experience with Agile/SAFe.
• Strong interpersonal and communication skills.
• Strong internal/external relationship building.
• Empowered, fast-paced work environment.
• Experience or desire for video tutorials and presentations.
• CRM experience (Salesforce, Gainsight).
• Consulting/Account Management experience a plus.
• Bachelor's Degree in business, marketing or related field.

Compensation: $75,000 - $82,000 base salary + 25% variable compensation. Additional factors may affect final compensation.

Location: Remote, with Boulder office access.

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