Customer Success Manager

Espresa

Customer Success Manager responsible for building relationships and driving platform adoption at Espresa. Enhance customer satisfaction for HR solutions in a fully remote setup.

Posted 5/11/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Understand and track customer strategy and challenges; align Espresa’s Platform with their internal narrative and desired outcomes to maximize insights and value.
Build and maintain strong relationships with key stakeholders and administrators to drive satisfaction, loyalty, and long-term success.
Partner with the Implementation team during onboarding to ensure a smooth customer handoff, and independently lead customer-facing projects post-launch as needed to drive adoption and milestone achievement.
Define success criteria and provide tailored recommendations to drive platform adoption, engagement, and ROI.
Collaborate with Account Managers on account strategy to build cross-functional relationships, identify upsell opportunities, and support contract renewals.
Deliver training sessions and create resources to empower customer teams to maximize platform adoption and value; serve as a product advocate by surfacing customer feedback and use cases to internal teams to inform product direction.
Develop deep platform expertise to tailor solutions to customer needs, resolve inquiries effectively, and proactively identify product gaps or enhancement opportunities that impact customer outcomes.
Administer various aspects of the platform on behalf of customers throughout the customer journey, as necessary.

Requirements

What you’ll need

5+ years in Customer Success, Account Management, or similar roles within a SaaS or technology environment, ideally supporting HR customers or benefits programs.
Proven ability to drive customer adoption, achieve measurable outcomes, and build strong relationships with medium to large organizations.
Exceptional communication, project management, and interpersonal skills, with experience monitoring KPIs, analyzing customer sentiment, and providing actionable insights.
Proactive in identifying and resolving challenges, with a strategic perspective on operational efficiency and customer success.
Quick to learn and deeply understand complex software platforms, with the ability to guide customers through configuration, troubleshooting, and best practices; a genuine interest in how product decisions affect customer experience is a plus.
Comfortable steering conversations on common internet and software practices such as HTTPS, APIs, FTP, CSV file handling, and two-factor authentication (2FA).
Demonstrated ability to lead customer-facing projects independently, managing timelines, stakeholders, and deliverables to achieve defined outcomes.
Proficient in Microsoft Excel, including advanced functions such as pivot tables and VLOOKUP to generate and analyze customer reports and insights.
Bachelor’s degree preferred or equivalent work experience.
Located in the Eastern or Central time zone preferred.

Benefits

Comp & perks

Competitive compensation and benefits.
Opportunities for career growth and professional development.
A collaborative and innovative work environment.
comprehensive benefits package that is competitive with Silicon Valley/Bay Area employers, including health, retirement, a Lifestyle Spending Account, generous PTO, and more.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successaccount managementproject managementKPI monitoringcustomer sentiment analysissoftware configurationtroubleshootingdata analysisadvanced Excel functionstwo-factor authentication

Soft Skills

communicationinterpersonal skillsrelationship buildingproactive problem solvingstrategic thinkingtraining deliverycustomer advocacycollaborationadaptabilityleadership