Customer Success Manager

ActivTrak

Customer Success Manager at ActivTrak managing enterprise customer accounts and driving success through various methodologies. Building strong relationships and advocating for customer needs and outcomes.

Posted 5/27/2026full-timeRemote • Texas • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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
Lead renewal conversations and secure commitments, identifying upsell triggers and expansion opportunities
Create commercial solutions tailored to evolving customer needs
Build multi-threaded customer relationships to penetrate accounts strategically and develop new use cases over time
Collaborate with sales on handoffs and joint strategies for account growth
Manage a portfolio of customers throughout their journey, understanding their unique needs and tailoring interactions to align customer goals with company objectives
Implement scalable customer success workflows and operational excellence
Proactively monitor customer health metrics to identify and mitigate risks
Conduct strategic business reviews and success planning sessions
Build success plans that ensure customers fully realize the value of the partnership
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, managing conflict resolution and navigating difficult conversations effectively
Demonstrate critical thinking and develop creative solutions
Guide customers through organizational change and address resistance
Make autonomous decisions while knowing when to escalate appropriately
Build strong working relationships with Product, Marketing, Support, and Sales teams to align customer success initiatives with broader company goals
Actively share customer feedback and insights with relevant teams to inform product development and marketing strategies
Identify operational friction in day-to-day work and propose practical improvements with supporting context
Participate in team pilots, process updates, or change initiatives, providing thoughtful feedback based on direct customer impact
Create reusable frameworks, templates, and playbooks that benefit the broader team

Requirements

What you’ll need

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 and inform decision-making
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
Demonstrated ability to align customer needs with product features and company goals
Self-directed work style with good judgment about when to escalate issues

Benefits

Comp & perks

Competitive compensation and benefits
Position is remote within US
Minimal travel
Limited physical demands

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysiscustomer success toolsROI calculationtechnical integrationtroubleshootingaccount managementcustomer health metricssuccess planningdata storytellingscalable workflows

Soft Skills

communicationconflict resolutioncritical thinkingrelationship buildingcollaborationtime managementprioritizationautonomous decision-makingcreativitycustomer advocacy