Customer Success Manager

Sembi

Customer Success Manager responsible for ensuring value realization for mid-market and growth accounts. Collaborating with internal teams to enhance customer experience and support account renewals.

Posted 7/3/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Own a portfolio of mid-market and growth accounts, ensuring customers successfully adopt and realise value from the product.
Develop and execute customer success plans tailored to account needs, maturity, and usage patterns.
Proactively engage customers to drive adoption, best practices, and continuous value realisation.
Independently manage customer relationships across user and business stakeholders.
Monitor customer health signals including usage, engagement, sentiment, and feedback.
Identify risks, gaps, and churn signals early and take proactive action to mitigate them.
Own first-line response to customer health risks and coordinate internally to ensure resolution.
Own renewal readiness signals for your portfolio by ensuring customers are achieving measurable value.
Partner with Renewal Managers by providing structured insights on account health, risks, and stakeholder context.
Ensure customers are aligned on value outcomes ahead of renewal cycles, without owning commercial negotiation or contract execution.
Act as the primary point of contact for your accounts, building strong, multi-threaded relationships across user and business stakeholders.
Run structured customer engagements (e.g. success reviews, QBR-lite sessions) to reinforce value, alignment, and adoption.
Maintain strong stakeholder mapping and engagement cadence across your portfolio.
Act as the voice of the customer, sharing structured feedback with Product, Renewals, Sales, and Support teams.
Collaborate with internal teams to remove blockers and improve the customer experience.
Support resolution of escalations through cross-functional coordination and ownership.
Use usage, engagement, and customer feedback data to drive proactive decision-making.
Identify patterns across your portfolio and propose improvements to processes, playbooks, or customer engagement strategies.
Maintain accurate and up-to-date records in CRM and CS systems.

Requirements

What you’ll need

2–5 years’ experience in customer success, account management, or SaaS customer-facing roles.
Proven ability to independently manage a portfolio of mid-market or growth accounts.
Strong analytical skills with the ability to interpret usage and engagement data and translate insights into action.
Excellent communication and relationship-building skills, with the ability to engage multiple stakeholders at different levels.
Proactive, organised, and comfortable managing competing priorities across multiple accounts.
Strong understanding of SaaS business models and customer lifecycle management.
Comfortable working in a fast-paced, high-growth environment with evolving processes.
Demonstrated ability to operate independently with accountability for customer outcomes.
Nice to have: Experience with CRM and Customer Success tools (e.g. Salesforce, HubSpot, Gainsight).
Nice to have: Experience working in segmented CS models (SMB / Mid-Market / Enterprise).
Nice to have: Exposure to structured renewal or retention processes and collaboration with Renewals teams.

Benefits

Comp & perks

An Equal Opportunity Employer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
By submitting your application, you acknowledge that Sembi, Inc. will process and retain your resume and related personal information solely for recruitment and hiring purposes.
Resumes of unsuccessful candidates will be securely deleted within twelve (12) months of the hiring decision, unless a longer period is required by law or you provide explicit consent for continued retention (e.g., for consideration for future opportunities).

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Hard Skills & Tools

Customer Lifecycle ManagementData AnalysisRisk IdentificationValue RealizationCustomer Engagement Strategies

Soft Skills

Excellent CommunicationRelationship BuildingProactive OrganizationProblem Solving