Customer Success Manager

Customer Success Manager

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Named one of the BEST places to work in SC for 7 consecutive years, we’re building a portfolio of high‑growth, high‑impact businesses each unique, but united by a shared culture of purpose, performance, and possibility. From design innovation to CRM software to 3D manufacturing, we’re helping companies transform how they work.

The Customer Success Manager (CSM) owns post‑sale customer relationships with a primary focus on renewals, retention, and account growth. This role is responsible for ensuring customers realize ongoing value from Treble Hook through proactive account management, structured value conversations, and close cross‑functional coordination. This is not a transactional renewal role and not a technical implementation role. It is a customer‑facing, commercially accountable position that blends account management discipline with strong customer success instincts.

The Customer Success Manager reports to Sales leadership and partners closely with Customer Experience, Technical Solutions, and Product teams. This role is an individual contributor position and does not include people‑management responsibilities.

• Own a book of existing customers and serve as the primary post‑sale relationship owner.
• Own and manage renewal conversations and timelines after onboarding is complete.
• Drive high renewal retention through proactive outreach, value reinforcement, and risk management.
• Identify and develop expansion opportunities by connecting customer goals and outcomes to additional Treble Hook value, in partnership with Sales.
• Lead regular customer touchpoints, including ongoing check‑ins, structured value reviews/QBRS, outcome and usage conversations across all assigned accounts.
• Maintain clear account plans focused on: customer goals, adoption progress, retention and growth opportunities.
• Reinforce user adoption by highlighting underused features, sharing best practices and use cases, coordinating post‑onboarding follow‑ups.
• Act as the customer voice internally by sharing feedback and trends with Product and CX teams.
• Partner with Technical Solutions and Customer Experience teams to ensure smooth handoffs, align expectations, and help remove blockers (without owning implementation or support resolution).
• Contribute to customer success initiatives such as light playbooks, customer‑facing enablement, and internal insights based on real customer conversations.
• Maintain accurate account records in Salesforce, including engagement activity, renewal timing, risk indicators, and expansion notes.

• Renewal retention for managed accounts.
• Net revenue retention and expansion contribution.
• Consistent customer engagement and Q /value review execution.
• Adoption and usage improvement trends (supporting metric).

• Customer oriented, commercially minded, and comfortable owning outcomes.
• Confident leading renewal and growth conversations with customers.
• Organized and proactive in managing multiple accounts and timelines.
• Strong ability to collaborate cross‑functionally.
• Comfortable using Salesforce and related tools to manage account and activity.

• 3–5 years of experience in customer success, account management, or post‑sales roles in B2B SaaS or services.
• Experience owning or heavily supporting renewals and customer retention.
• Strong communication skills and customer presence.
• Familiarity with CRM platforms (Salesforce experience is a plus).
• Experience working alongside sales, implementation, or technical teams.

• – Engineering technology and digital transformation
• – Purpose‑built CRM for the AEC industry
• Color Lab.space – Environmental branding + graphics with swagger

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

Greenville, SC $65,000 – $68,000 3 days ago