Customer Success Manager

We are seeking experienced Customer Success Managers to own post-implementation customer outcomes for our B2B SaaS platform. This role is responsible for driving adoption, value realization, and long-term customer retention across assigned accounts.

You will act as a trusted partner to customers, working cross-functionally with Product, Account Management, Support, and Sales to ensure customers achieve their business objectives.

Customer Adoption & Value Realization

• Own the customer relationship post-onboarding and through renewal cycles
• Drive product adoption and usage aligned to customer business goals
• Ensure customers realize measurable value from the platform

Account Health & Retention

• Monitor account health, usage trends, and risk indicators
• Proactively identify and mitigate churn risks
• Support renewal processes in partnership with Account Managers

Engagement & Strategic Guidance

• Conduct regular customer check-ins and business reviews
• Guide customers on best practices and product capabilities
• Serve as a trusted advisor to operational and business stakeholders

Cross-Functional Collaboration

• Partner with Product and Support to resolve customer issues and escalate feedback
• Collaborate with Account Management on expansion and renewal strategies
• Provide structured customer insights to inform roadmap and service improvements

Process & Reporting

• Maintain accurate customer data, engagement notes, and health metrics in CRM systems
• Track key success metrics including adoption, retention, and customer satisfaction

Qualifications

• 4–7+ years of experience in Customer Success or Account-focused roles within B2B SaaS
• Proven experience managing customer relationships post-implementation
• Strong ability to communicate complex concepts clearly to customers
• Excellent organizational, analytical, and problem-solving skills
• Ability to manage multiple accounts and priorities effectively

Preferred Experience

• Experience supporting enterprise or mid-market customers
• Familiarity with SaaS subscription models and renewal cycles
• Experience working with cross-functional teams in structured environments
• Exposure to technical or workflow-heavy products is a plus

What We Offer

• Opportunity to manage strategic customer relationships
• High-impact role focused on long-term customer value and retention
• Competitive compensation and comprehensive benefits
• Collaborative team environment in Lewes, DE

Compensation

Base Salary Range: $95,000 – $125,000

Additional: Performance bonus, equity, and full benefits