Customer Success Manager
Sully.ai
Customer Success Associate
C1
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $60,000 - $85,000 per year
Job Level
JuniorMid-Level
About the role
- Guides new customers through the onboarding process, ensuring a smooth transition and early engagement with our products
- Educates customers on features, best practices, and value-driven use cases
- Supports the development of onboarding materials and resources
- Maintains regular communication with customers to understand their needs and provide proactive support
- Monitors customer health metrics and engagement indicators proactively
- Responds to and helps resolve customer questions, concerns, and product issues in a timely, effective manner
- Assists in creating and executing customer success plans to drive retention and satisfaction
- Identifies and escalates churn risks or issues requiring further attention
- Collaborates with internal teams (Product, Sales, Support) to advocate for resolving issues that would stand in the way of your client(s) renewing
- Helps identify opportunities for upselling or cross-selling additional products or services
- Supports the Sales and Success teams in strategic customer expansion efforts
- Contributes to continuous improvement of internal tools, processes, and documentation
- Participates in team meetings, knowledge-sharing sessions, and training initiatives
Requirements
- Bachelor’s degree in: Business, Communications, Information Technology, or a related field
- Strong verbal and written communication skills with a customer-first mindset
- Problem-solving ability and a proactive, solution-oriented attitude
- Organized and detail-oriented with strong time management skills
- Comfortable working collaboratively across departments
- Eagerness to learn, grow, and contribute to a fast-paced team
- Prior internship or professional experience in customer service, client relations, or SaaS environment (desired)
- Familiarity with unified communications, contact center operations, customer success platforms, CRM systems or support tools (desired)
Benefits
- 401(k) Plan (35% employer match per dollar up to 10% employee contribution)
- Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes comprehensive member advocacy; and Kaiser)
- HSA with + Employer Contribution
- In-vitro Fertility (treatment coverage)
- Dental
- Vision (2 plans: 12-month and 24-month frames allowance)
- FSA Plans (Healthcare, Dependent care and Limited Purpose)
- Pre-tax Commuter Plans
- Employer-paid Life Insurance
- Employer-paid Short + Term Disability
- Long Term Disability (2 plans: Employer-paid and Self-paid with non-taxable claim payments)
- Paid Parental Leave (4 weeks at 100%)
- Employee Assistance Plan
- Voluntary Life Insurance
- Legal/ID Theft Plans
- TeleHealth Options
- Wellness via Omada Health (healthy living solution)
- Travel Assistance
- Business Travel Accident Coverage
- Employer-paid Pet Telehealth
- Accident Insurance
- Critical Illness Insurance
- Hospital Indemnity Insurance
- Volunteer Time Off
- On Demand Pay (Daily Pay)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successonboardingcustomer engagementcustomer health metricsproblem-solvingtime management
Soft skills
communicationorganizationalproactivedetail-orientedcollaborativesolution-orientedeagerness to learn
