FirmPilot

Lead Customer Success Manager

FirmPilot

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $120,000 - $132,000 per year

Job Level

Senior

About the role

  • Own and manage a portfolio of high priority customer accounts, serving as the primary point of contact and strategic advisor
  • Drive customer adoption, retention, and renewal outcomes across your book of business
  • Lead renewal conversations and manage risk across complex or high visibility accounts
  • Act as a mentor and informal leader to other Customer Success Managers
  • Contribute to the development and refinement of Customer Success playbooks, processes, and best practices
  • Identify early indicators of churn risk and take proactive action to mitigate issues
  • Partner closely with Product, Engineering, and Marketing to surface customer feedback and improve outcomes
  • Translate platform capabilities, AI features, and marketing strategy into clear business value for customers
  • Support onboarding, activation milestones, and ongoing account health initiatives

Requirements

  • Four or more years of experience in Customer Success or Account Management roles
  • Proven success owning complex accounts and driving renewals and retention
  • Experience working in fast paced, growth stage environments
  • Strong operational instincts and the ability to follow and improve structured processes
  • Confidence leading executive level conversations with customers
  • Ability to influence without formal authority and act as a trusted peer to other CSMs
  • Clear, confident communication skills with both internal and external stakeholders
  • High ownership, strong follow through, and a bias toward action
  • Comfort operating in accountability driven environments with clear performance expectations
Benefits
  • Health, Dental, and Vision benefits
  • Direct access to leadership and meaningful ownership over your work
  • The opportunity to have immediate impact at a high growth company
  • A culture built on high standards, accountability, and winning
Applicant Tracking System Keywords

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

Soft Skills
mentorshipleadershipcommunicationinfluenceoperational instinctsownershipfollow throughproactive problem solvingaccountabilitycustomer advocacy