CSM; Retention Specialist

Position: CSM (Retention Specialist)

Customer Success Manager – Retention Specialist

Location:

Pleasant Grove, UT (Onsite)

Our client seeks a Customer Success Manager – Retention Specialist to join their Customer Success team in an onsite environment. The role is ideal for someone who thrives in a fast‑paced SaaS setting, enjoys building long‑term customer relationships, drives adoption and retention, and balances multiple accounts while solving problems and delivering results.

Base pay range

$55,000.00/yr – $66,000.00/yr

Perks

• Compensation: $55,000 – $66,000, based on experience
• Hybrid schedule: 4 days in office / 1 day WFH
• Health, Dental, Vision, Life & Disability Insurance
• Paid Time Off + birthday as a paid day off
• Breakroom stocked with snacks and drinks
• Onsite gym

A Day in the Life of the Customer Success Manager

Serve as the primary point of contact for a portfolio of customers, ensuring strong relationships, high retention, and ongoing platform adoption. Conduct regular account reviews, manage escalations, and collaborate internally to advocate for customer needs.

Responsibilities

• Retain and grow a portfolio of existing customers while driving platform adoption
• Serve as the main point of contact for customer questions, needs, and escalations
• Conduct weekly, monthly, and quarterly account check‑ins to assess account health
• Lead account reviews with key customer stakeholders
• Communicate customer feedback and needs internally to influence priorities
• Maintain accurate customer records, account health data, and key activities in the CRM
• Deliver and clearly communicate ROI throughout the customer lifecycle
• Have proactive, sometimes challenging, conversations to ensure long‑term success

Requirements and Qualifications

• 2+ years of Customer Success experience within a SaaS or software environment
• Proven experience supporting Enterprise and/or Mid‑Market clients with deal sizes of $25k up to $1M
• Success in being the last line of defense in saving a customer from canceling
• Strong communication skills with the ability to manage executive‑level conversations
• Highly organized with excellent time and task management skills
• Ability to manage a large book of business effectively
• Self‑motivated, results‑driven, and action‑oriented mindset

About the Hiring Company

Our client is a technology company focused on transforming customer communication and engagement for businesses across North America. Their innovative messaging and reputation platform help thousands of businesses strengthen customer relationships and drive growth. With a strong emphasis on ownership, adaptability, and customer obsession, they foster a culture where motivated team members can truly make an impact.

Come Join Our Customer Success Team!

Start by filling out this 3‑minute, mobile‑friendly application here. We look forward to hearing from you!

Seniority level

• Associate

Employment type

• Full‑time

Job function

• Administrative

Industries

• Consumer Services

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