Customer Success Manager

Outlook Publishing

Customer Success Manager responsible for managing accounts and driving customer success and revenue goals for Xeneta. Collaborating across teams to deliver outstanding customer experiences.

Posted 6/9/2026full-timeRemote • New York • 🇺🇸 United StatesMid-LevelSenior💰 $66,000 - $126,000 per yearWebsite

About the role

Key responsibilities & impact

Lead the lifecycle management of assigned accounts and ensure timely renewals.
Continuously work with data and other internal tools, define and implement metrics to monitor your territory performance and take action accordingly to manage at risk accounts and develop advocates.
Review and report on usage, adoption and customer health metrics.
Conduct continuous business/account reviews to share positive outcomes and identify growth opportunities.
Drive retention and growth among our customers by understanding their business needs and helping them succeed.
Provide ongoing training and best practices to customers.
Work cross-functionally with marketing, sales, product management to ensure the best Xeneta experience is delivered to the customer.
Identify and implement customer success projects or programs that interest you.

Requirements

What you’ll need

Understand the DNA of what makes a customer tick, and the entire lifecycle of the customer from 3+ years of experience as a CSM with a track record of success, meeting and surpassing goals.
Experience working with B2B SaaS product.
Excellent English skills, written and oral.
Good negotiation skills and not afraid to take risks.
Customer obsessed mindset and strong appreciation for the entire customer journey.
Ability to connect with other functions in the business, specifically marketing and sales to create a seamless end-to-end customer experience.
Creative and resourceful problem-solving skills.
Ability to learn and quickly integrate new and technical information.
Ability to work in a diverse and flexible culture with a global outlook.
A strong ‘willing to go the extra mile’ and ‘get it done’ work ethic and attitude.
You're a self-starter and adaptable. You thrive in a dynamic, fast-paced environment and are able to overcome ambiguity.
Superb interpersonal skills, including the ability to quickly build rapport with colleagues, customers and strategic partners.
Excellent communication skills, able to communicate confidently, pleasantly and concisely in verbal, written and presentation formats.
Ability to work across a broad range of functions internally and externally to deliver value to our customers.
Experience working with Salesforce and Gainsight.

Benefits

Comp & perks

We will help you grow your career. We help you identify areas of growth for you, whether you want to grow as a specialist in your field or eventually want to go into a leadership/management role.
We have a transparent and open work environment where everyone is empowered to make an impact and encouraged to voice their ideas.
Keeping true to our value, “Xeneta is one,” we regularly organize social events, including global company trips, global & regional team gatherings, after-work social and weekly quizzes.
You will enjoy our generous vacation plan: 5-10 extra paid days off around public holidays throughout the year.
You will receive an individual education budget and can educate yourself during work hours: you can spend several hours each month attending courses, reading books or getting involved in communities.
We value work-life balance and want to make sure you can spend quality time with your family or enjoy your hobbies when your workday is over.
We're hiring at either CSM or Senior CSM level depending on experience.

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Hard Skills & Tools

customer success managementB2B SaaSmetrics implementationaccount lifecycle managementcustomer health metricsbusiness/account reviewscustomer retention strategiestraining and best practicesnegotiation skillsproblem-solving

Soft Skills

customer obsessed mindsetinterpersonal skillscommunication skillsadaptabilityself-startercreativityresourcefulnessability to connect with functionswork ethicability to thrive in dynamic environments