Customer Success Manager
ActivTrak
full-time
Posted on:
Location Type: Remote
Location: Remote • Texas • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Develop deep product knowledge to map features to business outcomes and communicate roadmap insights
- Apply industry expertise to address customer challenges and position solutions against competitive offerings
- Analyze product usage data to identify patterns, calculate ROI, and quantify multiple value streams
- Manage technical integration understanding and basic troubleshooting
- Create and maintain detailed customer-facing documentation and resources
- Create commercial solutions tailored to evolving customer needs
- Develop and implement effective renewal strategies
- Build multi-threaded CxO relationships to penetrate accounts strategically and develop new use cases over time
- Collaborate with sales on handoffs and growth opportunities
- Implement scalable customer success workflows and operational excellence
- Develop custom training programs and measure their effectiveness
- Monitor customer health metrics to identify and mitigate risks
- Conduct strategic business reviews and success planning sessions
- Advocate for customers by providing product feedback to internal teams
- Build trust with key stakeholders through executive-level interactions
- Communicate clearly and concisely in both written and verbal formats
- Demonstrate critical thinking and develop creative solutions
- Guide customers through organizational change and address resistance
- Make autonomous decisions while knowing when to escalate appropriately
Requirements
- 3+ years of experience in Customer Success or related roles with mid-market or enterprise customers
- Proven ability to manage numerous accounts using CS tools and methodologies
- Track record of driving retention, upsells, and renewals within a scalable model
- Strong data analysis skills to optimize account performance
- Excellent cross-functional collaboration abilities
- Experience with conflict resolution and crisis management
- Exceptional presentation skills and data storytelling abilities
- Strong time management and prioritization skills
Benefits
- Competitive compensation and benefits
- Position is remote within the U.S.
- Minimal travel required
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysiscustomer success methodologiestechnical integrationtroubleshootingROI calculationvalue stream quantificationtraining program developmentcustomer health metrics monitoringstrategic business reviewsconflict resolution
Soft skills
communicationcritical thinkingcreativityrelationship buildingcross-functional collaborationtime managementprioritizationpresentation skillsdata storytellingautonomous decision-making