Just Appraised

Customer Success Manager

Just Appraised

full-time

Posted on:

Location Type: Remote

Location: North Carolina • South Carolina • United States

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About the role

  • Drive Strategic Growth & Partnerships: Serve as a trusted, high-value advisor to customers
  • Develop and execute tailored account strategies to navigate unique workflows, political environments, and complex organizational dynamics, ensuring customer needs align with product capabilities
  • Own Business Outcomes: Proactively manage renewals and negotiate expansion opportunities, meeting annual targets tied to retention and growth
  • Enable Adoption & Value: Partner with our customers during the critical adoption phase and provide ongoing, targeted training to maximize their success
  • Translate technical concepts and product updates into clear, practical value for diverse audiences
  • Manage Success Metrics: Monitor and report on key performance indicators, including churn reduction, expansion revenue, and Customer Satisfaction (CSAT), utilizing data to inform strategic account planning
  • Stakeholder Mapping & Advocacy: Identify and nurture relationships with all key decision-makers and influencers within your accounts, ensuring they receive appropriate support
  • Act as the voice of the customer internally, collaborating with Product, Sales, and Support teams
  • Travel: Attend customer visits and conferences based on territory needs. This typically involves 3-5 visits per quarter. (15-20% annually)

Requirements

  • Minimum 3+ years of experience in Customer Success (ideally within a fast-growing SaaS startup)
  • Proven ability to manage complex accounts, drive renewals, and identify cross-sell opportunities
  • Strong focus on achieving customer outcomes and building long-term partnerships
  • Skill in navigating multiple stakeholders and a collaborative spirit for cross-functional conversations
  • Ability to mitigate risk and de-escalate issues before they become critical
  • Capacity to learn and support multiple products
  • Proficiency in translating technical concepts into practical, customer-friendly language
  • Clear, strategic communication (strong written and verbal skills) is essential for our remote environment
  • Exceptional organizational skills and prioritization ability to manage multiple customers and incoming requests
  • Familiarity with the following tools: Salesforce, Fathom, Hex, Google Suite, Slack, and Zoom.
Applicant Tracking System Keywords

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

Hard Skills & Tools
Customer SuccessAccount ManagementRenewals ManagementCross-sell OpportunitiesStakeholder MappingPerformance MetricsChurn ReductionExpansion RevenueTechnical TranslationStrategic Communication
Soft Skills
CollaborationProblem SolvingOrganizational SkillsPrioritizationCustomer AdvocacyRelationship BuildingAdaptabilityNegotiationTrainingDe-escalation