Customer Success Manager

Job Description

The Customer Success Manager owns the technical relationship with assigned customer accounts post-implementation. This role focuses on understanding customer goals, resolving issues, and maintaining strong, long-term partnerships.

• Manage multiple customer accounts and serve as the primary point of contact
• Understand customer business and IT goals and align support accordingly
• Coordinate issue resolution with internal teams using established processes
• Communicate regularly with customers and appropriately prioritize requests
• Build relationships across internal departments to support customer needs
• Maintain documentation of customer processes, configurations, and environments
• Track, manage, and elevate tickets to ensure timely resolution
• Provide status updates, root cause analysis, and resolution plans
• Identify recurring issues and implement solutions to prevent future occurrences
• Recommend product improvements and new technology solutions
• Identify and support revenue opportunities within existing accounts
• Monitor compliance with service level agreements (SLAs)
• Ensure accurate and up-to-date ticket and account data
• Collaborate with internal stakeholders to align on customer priorities
• Support and mentor team members as needed

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• 2+ years of experience in technical account management or a related role
• Experience supporting business customers and partnering with technical and sales teams
• Demonstrated ability to deliver strong customer service
• Experience with Salesforce or a similar CRM system
• Strong communication, organizational, and problem-solving skills