Customer Success Manager

Encoura

Customer Success Manager responsible for managing customer relationships and driving retention. This role involves collaboration with cross-functional teams to achieve measurable outcomes.

Posted 5/6/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $75,000 - $85,000 per yearWebsite

About the role

Key responsibilities & impact

Own the customer relationship at the portfolio level, driving retention and identifying expansion opportunities through proactive engagement
Lead renewal strategy and execution, ensuring on-time renewals and uncovering growth opportunities across accounts
Conduct recurring customer engagements including meetings, email outreach, and success planning to align goals and drive business outcomes
Facilitate Executive Business Reviews, summarizing product usage, progress toward goals, and future planning aligned to customer priorities
Monitor customer health using data and qualitative signals, proactively addressing risks and driving mitigation plans to prevent churn
Partner cross-functionally with Sales, Product, and Support to influence adoption, resolve issues, and deliver a seamless customer experience
Maintain accurate account insights, engagement tracking, and success plans in systems like Planhat to support forecasting and strategic decision-making
Travel Frequency: Occasional travel (as needed for key customer engagements)

Requirements

What you’ll need

5 years of experience in a customer success, account management, or sales role
Demonstrated success managing customer relationships with a focus on retention, expansion, and measurable business outcomes
Proven ability to proactively identify risks and execute mitigation strategies to improve customer experience and reduce churn
Strong communication and presentation skills, with experience engaging stakeholders at multiple levels including executives
Experience driving product adoption and influencing customer behavior through strategic engagement and success planning
Ability to analyze customer health signals (usage data, NPS, qualitative feedback) and translate insights into actionable plans
Highly organized and able to manage multiple priorities across a portfolio of accounts in a fast-paced environment
Experience working cross-functionally with Sales, Product, and Support teams to deliver customer value and drive business results.

Benefits

Comp & perks

Health insurance
Retirement contributions
Paid time off
Performance-based incentive plan

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successaccount managementsalesrisk mitigation strategiescustomer health analysisdata analysissuccess planningproduct adoptionstakeholder engagementforecasting

Soft Skills

communication skillspresentation skillsorganizational skillsproactive engagementrelationship managementstrategic thinkingproblem-solvingmulti-taskingcollaborationcustomer focus