Customer Success Manager
Sully.ai
Customer Success Manager
Ncontracts
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $55,000 - $70,000 per year
Job Level
Mid-LevelSenior
About the role
- Manage a portfolio of 1,000+ customers, maintaining touchpoints and health monitoring through individual and automated outreach
- Develop and execute customer success strategies that drive adoption, retention, and expansion across a large base of smaller-contract value customers
- Identify at-risk accounts early through predictive analytics and implement targeted intervention strategies at scale via automated outreach
- Drive product adoption and feature utilization using data-driven approaches tailored to smaller business needs and regulatory changes
- Coordinate daily operations, case assignments, and escalation protocols with the inside support team
- Foster a collaborative environment focused on customer problem solving and team leadership
- Adopt automation systems, AI, and reporting dashboards for managing high-volume portfolios
- Partner with customers to map business objectives to product capabilities and identify expansion opportunities with sales
- Analyze customer usage data and health metrics to proactively remediate concerns and maintain customer satisfaction scores above 85%
- Serve as voice of the customer, providing aggregated feedback to product and engineering teams from customer base
Requirements
- 3+ years of customer success, account management, or related experience in B2B SaaS with high-volume, smaller-contract portfolio management
- Proven track record managing very large customer portfolios (1,000+ accounts) with strong retention metrics in the smaller contract size segment
- Advanced analytical skills with experience using CS platforms (Gainsight, ChurnZero, etc.) and automation tools for high-volume, lower-touch account management
- Excellent communication and presentation skills with ability to engage with smaller business owners and decision-makers while taking advantage of automation tools
- Experience with CRM systems (Salesforce, HubSpot, etc.), business intelligence tools, and customer success automation tools
Benefits
- A fun, fast-paced work environment
- Responsible PTO Plan that meets or exceeds state and local medical and family leave laws
- 11 paid holidays
- Community and social events to keep you connected and engaged
- Mental Health Benefits
- Medical, Dental and Vision insurance
- Company-paid Group Life Insurance
- Short- and Long-Term Disability
- Flexible Spending Account & Health Savings Account
- Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice
- Pet Insurance
- 401 (k) with company match with eligibility on Day 1 of employment
- 2 Paid Volunteer Time Off Days
- And much more!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
predictive analyticsdata-driven approachescustomer success strategiesportfolio managementcustomer usage data analysishealth metrics analysisautomation systemsAIreporting dashboardsretention metrics
Soft skills
collaborative environmentcustomer problem solvingteam leadershipcommunication skillspresentation skillsengagement with business ownersintervention strategiesproactive remediationcustomer satisfaction focusfeedback aggregation
