Note: The job is a remote job and is open to candidates in USA. Confidential Company is seeking a Customer Success Manager to own the full post-sale relationship for a portfolio of customers. The role involves leading onboarding, training, and product adoption while contributing to the formation of new systems and processes as the company grows.
Responsibilities
- Own a portfolio of customer relationships, driving adoption, retention, and renewals
- Lead onboarding and customer training sessions to ensure quick, confident rollout across teams
- Monitor usage and engagement metrics to identify adoption gaps, expansion opportunities, and renewal risks
- Partner with Product and Engineering to surface customer insights and resolve issues efficiently
- Facilitate regular business reviews to demonstrate ROI and align on future goals
- Contribute to the creation and evolution of scalable CS systems, playbooks, and processes
- Champion a customer-first mindset across Canals, ensuring every customer interaction reflects company values
Skills
- 3+ years in Customer Success, Account Management, or Implementation for a SaaS product
- Experience working in an early-stage startup and building playbooks or processes from scratch
- Proven track record owning renewals and driving retention across a book of business
- Demonstrated success driving product adoption and training end users
- Comfortable navigating ambiguity and taking initiative to create clarity and structure
- Strong communication and relationship-building skills across all levels of an organization
- Comfortable explaining technical concepts to non-technical audiences
- Organized, analytical, and proactive — you spot risks early and act quickly
- Experience supporting B2B or enterprise customers preferred
- Experience supporting the launch or rollout of new products, helping define success metrics and feedback loops
- Background working with non-technical customers in industrial, logistics, or supply-chain environments
- Passion for AI, automation, or operational efficiency in complex business systems
Company Overview