Eptura

Customer Success Manager

Eptura

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Manage a portfolio of accounts by thoroughly understanding growth drivers, identifying opportunities for growth, and managing risks.
  • Meet and exceed net retention and gross churn targets for assigned accounts.
  • Help customers translate their business use cases into company solutions.
  • Manage customer stakeholders effectively and build long lasting relationships to leverage during difficult times.
  • Act as the primary post-sale customer contact to guarantee successful onboarding, user adoption, and retention, i.e own the overall success of the account.
  • Deliver all identified touches in the customer journey, including regular cadence success planning, and overall cadence.
  • Leverage and help inform customer health analytics to identify customer expansion opportunities, churn risks, and impacts on customer satisfaction or value.
  • Understand cancellations and document reasons.
  • Effectively assemble and leverage internal cross-functional teams to deliver back-to-health plans for distressed customers including Professional Services, Support, Account Executives, and Renewals, as well as customer stakeholders and business partners.
  • Identify patterns pre-emptively to improve the organizational usage and adoption of company solutions.
  • Assist the renewal and account management teams in all renewal activities as needed.
  • Collaborate with Customer Marketing to grow a library of customer success stories, testimonials, success stories, and online reviews.
  • Contribute as necessary to the success of CS operations projects that are address gaps within the customer journey.
  • Provide feedback and support to the enablement team in their new initiatives, as necessary.
  • Maintain updated records and forecasting accuracy in all systems (Salesforce and CS management tool).

Requirements

  • You are a customer-obsessed professional who defines success by your customers’ ability to realize value from the products they use.
  • You’re passionate about delivering exceptional experiences and building long-term, trusted relationships.
  • You bring a strong understanding of Customer Success as both a discipline and a strategic function, with proven experience managing a book of business.
  • You’re data-savvy and comfortable identifying trends and patterns to inform customer strategies and drive outcomes.
  • You thrive in dynamic environments, embrace change, and are eager to adopt new processes and tools that improve the customer journey.
  • You’re a continuous learner who enjoys understanding technology from the user’s perspective and applying that knowledge to help customers succeed.
  • You stay current on industry trends and use that insight to elevate customer conversations and strategies.
  • You’re familiar with leading Customer Success platforms and CRM tools such as Salesforce, ChurnZero, Planhat, or Gainsight.
  • You understand key Customer Success metrics like Gross Retention, Net Retention, CSAT, and health scores—and know how to influence them.
  • You’re results-driven, with a background in Customer Success, Account Management, or other customer-facing roles focused on retention, adoption, and growth.
Benefits
  • - Health, Dental, Vision & Pet Insurance
  • - Dependent, Spousal and Domestic Partner coverage available
  • - Up to $1000 Company HSA Contribution
  • - Medical, Dependent Care and Limited FSA Accounts
  • - Income Protection and Replacement - 100% Company Paid
  • - Short Term Disability
  • - Long Term Disability
  • - Life Insurance
  • - Employee Assistance Program
  • - Flexible PTO
  • - 401K with company match
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessAccount ManagementData AnalysisCustomer Health AnalyticsRetention StrategiesChurn ManagementSuccess PlanningForecasting AccuracyTrend IdentificationUser Adoption
Soft Skills
Customer-obsessedRelationship BuildingCommunicationAdaptabilityContinuous LearningProblem SolvingCollaborationResults-drivenStrategic ThinkingInterpersonal Skills