Customer Success Manager

Collaboration.Ai

Customer Success Manager supporting clients in utilizing Collaboration.Ai's products to ensure success and customer retention through onboarding and engagement strategies. Collaborating with global teams from the US and Germany.

Posted 6/12/2026full-timeRemote • Minnesota • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Identify and execute upsell and cross-sell opportunities
Work direction with Key Account Managers and Program Managers to support account growth initiatives
Deliver onboarding and product training for new customers
Monitor KPIs and provide proactive recommendations to ensure success
Lead onboarding and implementation of new innovation platforms for your customers
Manage project timelines, deliverables, and budgets while coordinating with all stakeholders
Provide frontline technical support and communicate software issues to the development team
Collect customer feedback and share actionable insights with the product team to improve usability and features
Provide strategic advice on optimizing innovation processes using Collaboration.Ai methodologies and tools
Analyze customer needs and recommend tailored approaches to drive engagement and impact
Translate customer goals into actionable use cases and measurable success criteria
Support customers in aligning their innovation strategies with digital transformation objectives
Identifying improvement potential of internal processes and coordinating the implementation
Partner with sales, product, and program management teams to deliver a seamless customer experience
Work in coordination with Program Managers to support major contractual deliverables, milestones, features and functionality of our products for our customers
Support new team members through knowledge sharing and mentorship
Work closely with external partners and government stakeholders to ensure alignment and communication.

Requirements

What you’ll need

3-5 years proven work experience in the fields of software customer success, account management, or innovation management
Familiarity with basic web technologies (HTML, and CSS) to help troubleshoot simple platform or integration issues
Experience using AI tools such as Claude to accelerate learning, improve documentation, strengthen customer communication, troubleshoot issues, and enhance overall efficiency in a SaaS environment
Experience delivering value through customer experience and relationship management
Strong project management skills (timelines, coordination, and budget management)
Excellent written and verbal communication skills
Customer-oriented mindset with strong problem-solving ability
Ability to thrive in a fast-paced, dynamic environment
Comfortable working cross-functionally with a distributed team spanning the US and Germany, including coordination across time zones
U.S. citizenship required.

Benefits

Comp & perks

Earn a competitive salary and 401K
Medical insurance
Dental insurance
Vision insurance
Life insurance
Disability insurance
Flexible schedule

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

HTMLCSSAI toolsproject managementcustomer successaccount managementinnovation managementcustomer experiencerelationship managementdigital transformation

Soft Skills

problem-solvingcommunicationcustomer-oriented mindsetmentorshipcollaborationadaptabilitystrategic thinkinganalytical skillsleadershipteam coordination