Customer Success Manager

Coherent Corp.

Customer Success Manager responsible for driving platform adoption and managing renewals for a portfolio of accounts at Coherent. Engage with customers and internal teams to maximize business outcomes and growth.

Posted 6/1/2026full-timeRemote • New Jersey • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Own the full post-sale journey for your portfolio - from onboarding and adoption through to renewal and expansion
Drive platform adoption by engaging customers on the features and workflows that matter most to their business outcomes
Lead regular business reviews and build tailored success plans that align customer goals with Coherent's capabilities
Own renewals end-to-end, starting conversations 6+ months ahead of contract end to protect and grow ARR
Identify expansion opportunities and partner with Sales to qualify and close them
Act as the primary escalation point for critical issues, coordinating with Support and advocating internally on customers' behalf
Build strong relationships with executive stakeholders and develop customer advocates for case studies and referrals
Use health scores, usage data, and commercial signals to prioritise your time across the portfolio.

Requirements

What you’ll need

4–6 years in Customer Success, Account Management, or a similar customer-facing role in B2B SaaS
Track record of managing a high-volume portfolio of SME or commercial accounts, including owning renewals
Experience in insurance or financial services, combined with experience selling or supporting enterprise software
Commercially minded with a strong grasp of SaaS metrics (ARR, NRR, churn, expansion)
Excellent communicator, confident presenting to customers and internal leadership
Data-driven and highly organised - comfortable working across CRM, usage analytics, and health dashboards to prioritise effectively
Nice to have: Experience with CS platforms such as Gainsight or ChurnZero
Advanced Excel skills - comfortable getting into a customer's workbook to debug formulas and diagnose issues.

Benefits

Comp & perks

Competitive salary packages
Health Insurance (Medical and Dental)
Flexible working
Special Events (Hackathons, etc.)
No formal dress code
Non-hierarchical organisation (no BS)
Generous leave benefits
Fun international work environment
Global mobility opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SuccessAccount ManagementSaaS metricsARRNRRchurnexpansionExcel

Soft Skills

communicationrelationship buildingdata-drivenorganisationalpresentation