Customer Success Manager
RudderStack
Customer Success Lead
Avolution
full-time
Posted on:
Location Type: Remote
Location: Remote • Virginia • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Lead, coach, and grow a high-performing Customer Success team.
- Set clear goals, monitor performance, and foster a collaborative, results-driven culture.
- Recruit, onboard, and continuously develop team members.
- Define and implement customer success strategies aligned with company goals.
- Track key metrics (e.g., churn, satisfaction, adoption) and use insights to drive improvements.
- Collaborate cross-functionally to enhance onboarding, engagement, and retention processes.
- Own the renewal and expansion pipeline, ensuring timely contract renewals and identifying growth opportunities.
- Develop tailored proposals based on customer needs and usage data.
- Consistently meet or exceed expansion and renewal targets.
- Build trusted relationships with enterprise customers and executives.
- Guide customers through their post-sales journey, helping them achieve key outcomes.
- Act as the voice of the customer internally, escalating issues and influencing product development.
Requirements
- SaaS-native: You bring proven experience in SaaS customer success, with a strong understanding of customer lifecycle management, product adoption, and value realization.
- Expansion-focused: You’ve successfully driven account growth through upsell, cross-sell, and expansion strategies.
- Team builder: You’ve led and developed high-performing teams, and know how to inspire, coach, and hold others accountable.
- Change agent: You’re energized by ambiguity and change and excel at creating clarity and momentum in evolving environments.
- Strategic and hands-on: You can zoom out to define strategy and zoom in to execute with precision.
- Customer advocate: You build trusted relationships with enterprise customers and executives, and know how to translate their needs into action.
- Data-driven: You use metrics and insights to inform decisions, identify risks, and uncover opportunities.
- Bias for action: You’re not afraid to take the bull by the horns—you get things done and drive outcomes.
Benefits
- Ability to work from anywhere within the US
- Comprehensive healthcare coverage that includes health, dental and eye insurance
- 401K with company matching (after the first 6 months)
- Life Insurance
- Short-term disability insurance
- 20 annual PTO days that you are encouraged to use
- 1 day of birthday leave per year
- 10 annual sick days
- Paid parental leave
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successcustomer lifecycle managementproduct adoptionvalue realizationupsell strategiescross-sell strategiesdata analysismetrics trackingcontract renewalproposal development
Soft skills
leadershipcoachingteam buildingstrategic thinkingadaptabilitycustomer advocacyrelationship buildingcommunicationproblem-solvingresults-driven
