Customer Success Manager

• Own a portfolio of customer accounts and serve as the primary strategic relationship manager
• Develop trusted relationships with athletic directors, administrators, and key stakeholders
• Lead onboarding transitions and ongoing customer engagement throughout the customer lifecycle
• Conduct seasonal planning meetings, business reviews, and end-of-year reviews with customers
• Drive product adoption and promote best practices across Hometown solutions.
• Monitor customer health, identify risks early, and execute retention strategies
• Own renewal conversations and partner with Sales on expansion and cross-sell opportunities
• Maintain accurate customer records, success plans, and activity in Salesforce
• Analyze customer data to identify trends, risks, and opportunities
• Partner with Product, Support, Professional Services, and Sales to resolve customer needs
• Represent Hometown at customer events, conferences, and on-site meetings as needed
• Consistently deliver an exceptional customer experience aligned with Hometown's HERO values

• Bachelor's degree or equivalent combination of education and experience
• 1-2+ years of experience in Customer Success, Account Management, SaaS, EdTech, or a related field.
• Strong relationship management and consultative communication skills
• Experience managing renewals, customer adoption, and executive business reviews
• Experience with an upsell and cross-sell motions: discovery to demo to close
• Experience using Salesforce or similar CRM platforms
• Ability to manage multiple priorities while working independently in a fast-paced environment.

Demonstrates expertise in Customer Success and Account Management, with a strong focus on relationship building, customer engagement, and data analysis to drive product adoption and retention strategies. Proficient in managing renewals and executing upsell and cross-sell opportunities while maintaining accurate records in Salesforce.