Customer Success Manager


Coconut Creek, FL, USA Remote

Customer Success

Content Management Systems


May 6

Customer Success is vital to our long-term profitability. We will not be successful unless our customers receive consistent value from our service and continue to purchase on a recurring basis. As such, we need a manager to own driving success for our customers. This role includes responsibilities for Customer Success activities (on-boarding overview, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell – managed by AEs, etc.).


  • Function as the customer advocate and provide internal feedback on how we can better serve our customers
  • Manage all post-sales activity for customers through strong relationship-building, product knowledge, planning and execution
  • Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
  • Ensure that a plan is in place with each customer for deployment, change management and adoption programs
  • Increase customer retention by conducting regular check-in calls for tactical items, and performing strategic business reviews for alignment of objectives and outcomes
  • Track accounts to identify churn risk and work actively to eliminate that risk
  • Partner with other departments (sales, marketing, translation) to develop a plan for making our product a part of each customer’s core architecture
  • Simultaneously manage multiple customers who are at different points on the account lifecycle
  • Identify opportunities to develop new training materials designed to ensure successful customer onboarding, support business-wide adoption, and deepen product proficiency
  • Engage in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas


  • 4+ years experience in leading customer-facing organizations
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Background of post-sale experience
  • You have a track record of delivering value to complex customers with large employee bases
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative with the ability to inspire others
  • Excellent communication and presentation skills
  • Bachelor’s degree

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