Customer Success Manager

Customer Success Manager

Sales

Denver

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builds an AI-powered platform that helps client-service organisations manage projects, resources, and profitability—helping teams plan, deliver, and improve margins. Our mission is to make teams who deliver client work become efficient, organised, profitable and happy! Our platform has revolutionised how companies keep their client projects on track, their resourcing in check and their profits on point. Combining powerful project management and easily streamlined operations—we’re the only platform built for managing client projects, profitably.

Our relentless customer-focus has been rewarded with thousands of amazing customers all across the globe and millions of users who sign in every day. We pride ourselves on creating market leading software, working with outstanding people, and going above and beyond for our customers. Trusted by more than 20,000 teams across 170 countries,  is in acceleration mode as we set our sights to become the undisputed platform for teams who deliver client work.

We believe in hiring great people and look to ensure everyone has the best possible experience of work, everyday. We strive to be open and transparent, humble and customer focused. And we thrive on curiosity, getting results and working together relentlessly to deliver excellence. We are a company of action, full of triers and doers: we try things, we make mistakes, and we learn from them.

Our personality is unmistakable: we work hard, take joy in our wins and each other's successes and important life events. And we care and support each other when life throws lemons. More than anything we embrace a straightforward approach to getting things done. We are fanatical about our customers: and when talent meets passion, success happens.

This is a hybrid role in Denver where you will be expected to be based in the office 3 days a week.

As a Customer Success Manager, you will own a named book of professional-services customers and act as their primary point of contact throughout their lifecycle with  You are accountable for adoption, value realisation, renewals, and expansion identification, and your performance is measured against Gross Dollar Retention (GDR) and Net Dollar Retention (NDR). You also own the renewal commercially, leading the conversation, negotiating terms, and carrying the number.

Your customers are professional-services businesses whose profitability depends on billable hours, utilisation, and project margin. Your role is to make sure  is helping them deliver client work more efficiently and more profitably. Features are the vehicle, not the destination. Our north star is the value customers realise through better business outcomes, and your job is to make that value clear and tangible well before they reach a renewal.

This is a proactive, relationship-led role. You run onboarding from start to finish, working alongside Professional Services on data migration and technical setup, and then carry the relationship through adoption and renewal. You work closely with Support, Sales, and Product to give customers a consistent experience and to flag risks and opportunities early. You keep a clear view of upcoming renewals, customer health, and the value delivered.

You own renewal preparedness and risk identification, and you work with Sales to progress the expansion signals you spot.

This role is ideal for a commercially confident CSM who is ready to own a book of business, lead their own renewals, and take full accountability for retention outcomes within a scaling Customer Success organisation.

AI is part of how this team works every day. We use it to take the manual effort out of account management, which frees up time for the customer conversations that drive retention. We expect you to be comfortable using AI in your daily workflow and to apply your own judgement to everything it produces. The people who do best on this team tend to go a step further and build their own tools/agents and workflows.

• Portfolio Ownership:
  Proactively manage a dedicated book of Mid-Market…