Customer Success Manager
System Automation Corporation
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $110,000 - $130,000 per year
About the role
- Serve as the primary relationship owner for assigned customer accounts from a support and service perspective
- Conduct recurring customer meetings to review SLA performance, support trends, and improvement opportunities
- Prepare and present SLA scorecards, ticket metrics, and service health reports
- Act as the customer advocate internally, escalating and coordinating resolution of high-impact issues
- Partner with the Manager of Customer Support to address recurring issues and service gaps
- Identify risks to customer satisfaction and retention and proactively drive mitigation plans
- Support contract renewals and expansion conversations by demonstrating service value and performance
- Proactively identify upsell and cross-sell opportunities within assigned accounts; partner with Sales to advance expansion conversations and drive revenue growth
- Track and improve Net Promoter Score (NPS) for assigned accounts; conduct regular check-ins to gather customer sentiment and close feedback loops
- Contribute to continuous improvement of customer success processes, tools, and reporting standards
- Monitor and manage service level agreements (SLAs), response times, backlog, and customer satisfaction metrics for assigned customers
- Ensure consistent, high-quality customer communication and issue resolution
- Develop and refine support processes, playbooks, and knowledge base content
- Partner with Product and Engineering to identify trends, root causes, and product improvement opportunities
Requirements
- 3+ years of experience in customer success or client services roles
- Experience working with enterprise or government customers
- Demonstrated experience preparing and presenting SLA or performance reports
- Strong communication and stakeholder management skills
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SLA performanceticket metricsservice health reportsNet Promoter Score (NPS)customer satisfaction metricssupport processesplaybooksknowledge base content
Soft Skills
communication skillsstakeholder managementcustomer advocacyproblem-solvingrelationship management