Role overview

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.

Key responsibilities

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

CustomerSuccessManager