Customer Success Manager
Willowtree, LLC
Customer Success Manager
Flooid
full-time
Posted on:
Location Type: Hybrid
Location: Cincinnati • Ohio • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Ensure customers roll out, adopt, and realize value from Flooid’s software
- Act as a strategic and trusted partner guiding customers through onboarding, software rollout, and issue resolution to drive retention and satisfaction
- Proactively identify opportunities for growth and address risks to reduce churn and support account expansion
- Manage multiple customers, serving as the primary operational point of contact, and ensure a smooth customer journey while using Flooid’s software
- Build and maintain strong relationships with customers to understand their goals and help them achieve measurable outcomes using Flooid’s software
- Monitor customer health metrics and usage data to proactively identify risks and opportunities for engagement or expansion
- Collaborate with cross-functional teams (e.g. Sales, Project, Product, Support) to resolve customer issues and improve the overall customer experience
- Conduct regular check-ins, business reviews, and training sessions to drive continued value and customer satisfaction
- Advocate for customer needs internally and provide feedback to the Product team to help guide feature development and enhancements
- Proactively identify issues, troubleshoot, and deliver effective solutions
Requirements
- Experience in a Customer Success, Account Management, Service Delivery, or client-facing role, ideally within a SaaS or tech environment
- Experience managing a portfolio of accounts with varying needs and complexity
- Proven track record of improving customer retention, satisfaction, or account growth
- Experience conducting regular business reviews
- Experience using/implementing a CSM software
- Experience implementing CSM strategies and process
- Strong ability to build trust and long-term relationships with clients
- Excellent verbal and written communication skills for engaging with both technical and non-technical stakeholders
- Ability to manage onboarding, adoption, and renewal processes with attention to timelines and deliverables
- Comfortable analyzing usage data and customer metrics to guide strategy and actions
- Strong team player able to work effectively cross-functionally with Sales, Product, and Support Teams
- US or International travel may occasionally be required, depending on project needs
- Candidates must be based in the Eastern or Central Time Zones
Benefits
- Location: United States – Remote or In-Office/Hybrid (primary office located in Cincinnati, Ohio). Candidates must be based in the Eastern or Central Time Zones.
- Full-Time – At Flooid, we promote a flexible work environment that allows you to balance your work responsibilities with other priorities
- Benefits start on day one – medical, dental, vision, life, and disability coverage available
- Competitive salary
- Flexible PTO policy that allows for uncapped PTO
- Fully paid FMLA leave comparable to company-paid short-term disability coverage
- 12 weeks of fully paid parental leave
- 401(k) plan with company match
- Reasonable accommodations for disabilities
- Equal Employment Opportunity (EEO) Employer
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer SuccessAccount ManagementService DeliveryCSM softwareCSM strategiesData analysisCustomer metricsOnboarding processesAdoption processesRenewal processes
Soft skills
Relationship buildingTrust buildingCommunication skillsTeam collaborationProblem-solvingProactive engagementCustomer advocacyAttention to detailStrategic thinkingCustomer satisfaction