Customer Success Manager - Channel

About Balto

At Balto, we use AI to coach contact center agents in real time, powering better conversations and measurable business outcomes. As an industry leader in AI‑driven performance coaching, we’re scaling fast and building the next category‑defining company in the contact center space.

• Building your own GPTs in OpenAI
• AI‑coding side projects in Replit
• Following the latest drops from Google, OpenAI, Anthropic, Meta, and xAI
• Reading essays, academic papers, and dev blog posts about LLMs
• Generating stunning visuals with Mid Journey or videos with VEO
• Balto might not be the right place for you if these don’t excite you.

• Fully remote team — work from anywhere in the US
• Mission‑driven culture with smart, supportive, and AI‑obsessed teammates
• Career growth — this role is built for someone who wants to shape a function and make an impact fast
• Great benefits: healthcare, 401(k), unlimited PTO, learning stipends, and more

Our hiring process includes virtual interviews and take‑home exercises designed to evaluate your problem‑solving ability, strategic thinking, and communication skills.

Balto is seeking a talented Customer Success Manager to join our team. Your mission is to manage the accounts of both new and existing customers, ensuring they have the assistance, resources, and insights needed to maximize their experience with Balto. You will be instrumental in facilitating ongoing business and fostering lasting partnerships. This is a fully remote position, offering you the flexibility to work anywhere in the U.S.

• Thrive on building trust and strong customer relationships
• Enjoy solving problems and removing obstacles for customers
• Are proactive, organized, and comfortable managing multiple accounts
• Love connecting customer goals to measurable outcomes and ROI
• Can balance customer advocacy with business needs like renewals and expansion
• Want to help build out a new initiative within Balto

• Build strong relationships with channel customers and key stakeholders
• Lead ongoing customer communications, including check‑ins, business reviews, and renewal conversations
• Develop a clear understanding of each customer’s goals, needs, and success metrics

• Support new and existing channel customers with resources, guidance, and best practices
• Identify opportunities to increase product adoption and usage across customer teams
• Help customers measure and communicate Balto’s value, including ROI and performance impact
• Partner with internal teams to ensure customers have what they need to be successful

• Own the contract renewal process for your portfolio, including timelines, customer alignment, and execution
• Identify and pursue opportunities to expand accounts through additional licenses and product add‑ons
• Propose pricing, product expansions, and terms for existing customers in partnership with internal stakeholders

• Proactively identify customer risks, roadblocks, and adoption challenges
• De‑escalate issues and coordinate solutions to keep customers on track
• Track customer health, usage, and engagement to prevent churn and improve outcomes

• 3+ years of experience in Customer Success, Account Management, or a related customer‑facing role
• Experience managing SMB or mid‑market customer relationships
• Strong written and verbal communication skills
• Strategic and detail‑oriented thinking style
• Strong organization and time‑management skills
• Ability to analyze customer usage data and identify trends
• Experience with change management and adoption initiatives
• Working knowledge of Excel and comfort with basic data analysis
• Empathetic, customer‑first mindset with a passion for delivering value

Salary Range Base is $65k - $75k, OTE of $105k

The Pay Range For This Role Is 65,000 - 75,000 USD per year (Remote)

Apply Now:
To apply, please visit balto.ai/careers/, then click on See Open Roles → Customer Success Manager.