PerfectServe

Customer Success Manager

PerfectServe

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $90,000 - $110,000 per year

About the role

  • Lead, coach, and develop a blended team of Customer Success Advisors (CSAs) and Technical Leads (TLs), ensuring strong execution across customer engagement, technical troubleshooting, and adoption workflows.
  • Drive measurable outcomes in customer adoption, value realization, renewal readiness, and overall account health across your assigned customer segment.
  • Serve as the Customer Success product SME for your aligned PerfectServe solutions—participating in bug reviews, enhancement discussions, CAB/change-management meetings, product initiative development, and release readiness activities.
  • Engage directly with a select portfolio of customers to model best-in-class relationship management, run strategic business reviews, and support executive-level conversations.
  • Guide technical operations by overseeing Jira ticket trends, configuration needs, integration requirements, and escalation paths in partnership with Engineering and Support.
  • Ensure operational excellence through strong forecasting, health score monitoring, playbook adoption, and team-level performance metrics.
  • Lead customer communications for product releases, roadmap updates, change notifications, and service incidents—ensuring clarity, timeliness, and a customer-centric approach.
  • Participate in the CS leader on-call rotation to manage high-impact incidents, coordinate Rootly updates, and ensure IR/RCA communications meet internal and customer expectations.
  • Partner cross-functionally with Sales, Support, Product, Engineering, and Professional Services to ensure customers receive a cohesive, high-quality experience throughout their lifecycle.
  • Champion continuous improvement by identifying opportunities to streamline processes, strengthen team workflows, and elevate the overall customer experience.

Requirements

  • 4+ years in Customer Success, Account Management, or a related SaaS leadership role.
  • 2+ years of people management experience with a focus on coaching, mentoring, and team development.
  • Proven track record of driving customer retention, adoption, and revenue growth.
  • Strong technical acumen and troubleshooting skills, with the ability to translate complex concepts into customer value.
  • Exceptional verbal, written, and presentation skills, with experience engaging executive stakeholders.
  • Demonstrated success in leading process improvements in dynamic, cross-functional environments.
  • Familiarity with clinical workflows, healthcare communication, or LEAN methodologies.
  • Ability to travel up to 25%.
Benefits
  • Remote first work environment
  • Health, Dental, Vision, Life and Disability Insurance options available day one.
  • 401K - with match and immediately vested.
  • 17 company holidays, 2 floating holidays plus competitive paid time off policy
  • Internal Advancement Opportunities
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer successaccount managementSaaStechnical troubleshootingprocess improvementsLEAN methodologiesrelationship managementforecastinghealth score monitoringJira
Soft Skills
coachingmentoringteam developmentverbal communicationwritten communicationpresentation skillscross-functional collaborationcustomer-centric approachstrategic thinkingcontinuous improvement