Customer Success Manager

The Company

Savance is a fast-paced, dynamic and challenging software development company located in Commerce, MI. For more information on Savance Workplace business solutions, see our Savance Workplace website. We take a very collaborative approach to our work and seek candidates who are the right cultural and technical fit to ensure our core mission of creating and supporting great software is realized. To excel at Savance, you must love to be challenged, seek out opportunities to develop your skills, be confident yet humble, and be able to learn from your mistakes.

We thrive on smart, independent, and initiative-taking people who get along well with others. We expect a lot from our team, but a lot is offered in return. If you have a can-do attitude and seek a challenging, rewarding position with a great team, Savance is the place for you!

Savance Workplace is seeking a Customer Success Manager (CSM) to serve as the strategic owner of our post-sale customer relationships, with a primary focus on renewals, account expansion, upsells, and long-term retention.

This is a foundational Customer Success role within a small, fast-growing, startup-like SaaS company. You will not be stepping into a fully built-out department — instead, you will play a key role in shaping how Customer Success operates, partnering closely with Sales and leadership, and helping lay the groundwork for a scalable CS organization as the company grows.

You will act as a trusted advisor to customers and resellers, owning both the relationship and the commercial success of your accounts. Success in this role requires comfort with revenue conversations, executive-level engagement, and full ownership of renewals and expansion strategy.

You will manage a diverse portfolio of 1,000+ organizations, including large, complex, global enterprises. Your performance will be measured by renewal rates, expansion revenue, customer satisfaction, product adoption, and long-term customer loyalty.

• Post Sale Lifecycle Maintenance
  • Own the full customer lifecycle post-sale, including onboarding support, account development, renewal strategy, and expansion planning.
  • Serve as the primary point of accountability for customer outcomes and revenue retention.
• Renewals & Retention
  • Own the end-to-end renewal process, including early risk identification, value reinforcement, executive alignment, pricing discussions, and on-time renewal execution.
  • Proactively mitigate churn by identifying adoption gaps and customer risks well in advance.
• Expansion & Upsells
  • Proactively identify, position, and drive upsell and expansion opportunities by uncovering new use cases, additional departments, and evolving customer needs.
  • Lead value-based conversations that tie Savance Workplace solutions to measurable business outcomes.
  • Partner with Sales as needed while maintaining ownership of overall account growth strategy.
• Drive Customer Value
  • Understand customer pain points across multiple departments and map Savance Workplace solutions to real business outcomes.
  • Ensure customers are fully adopting and realizing value from the platform through usage analysis, strategic touch points, and ongoing engagement.
• Strategic Account Management
  • Build and maintain strong relationships with key stakeholders, decision-makers, and executive sponsors.
  • Conduct regular account reviews, success planning, and performance/usage reporting.
  • Act as the internal voice of the customer, advocating for product, process, and prioritization improvements.
• Forecasting & Revenue Accountability
  • Accurately forecast renewals and expansion opportunities within Hub Spot.
  • Own and consistently meet or exceed renewal and expansion revenue targets.
  • Use customer health, usage data, and…