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Role Description

The Customer Success Manager independently owns success outcomes for a portfolio of named accounts of moderate complexity. This role leads customer success planning, drives adoption and value realization, manages risk, and owns retention and growth by managing expansion opportunities and partnering with account management/sales. The CSM II regularly engages and presents to senior customer stakeholders and leads executive business reviews on a defined cadence.

• Engage proactively with a portfolio of named accounts to understand evolving needs, business goals, and challenges, and align solutions using our products and services.
• Build and nurture strong relationships with key stakeholders to foster trust and become a trusted advisor.
• Conduct bi-annual executive business reviews to confirm strategic alignment, review joint roadmaps, and track progress toward shared goals.
• Drive product adoption and value realization post-implementation by delivering training, resources, and best practices; create and maintain customer success plans.
• Monitor customer engagement and usage data to identify risks, resolve issues in collaboration with internal teams, and recommend product enhancements.
• Identify and cultivate upsell opportunities for new products and expansion within the existing customer base, collaborating closely with Sales and Product teams to exceed expansion revenue goals.
• Drive renewal strategies by articulating the value, modules, and products to key stakeholders and executive sponsors.
• Advocate for the customer internally, influencing product development and strategic decisions to enhance the overall customer experience.

Qualifications

• 5+ years of experience as a Customer Success Manager in SaaS or enterprise software.
• Knowledge and experience with Quality Management System (QMS) software and tools (e.g., electronic QMS, LMS, validated systems).
• Proven ability to guide customers through the adoption and value realization of QMS software platforms.
• Experience communicating and presenting to executive-level customers.
• Solid problem-solving skills, critical thinking, and a proactive, customer-focused approach.
• Strong organizational and time management skills, capable of handling multiple customer accounts and priorities.

Requirements

• $105,000 - $125,000 a year
• Please note the salary range shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.
• In addition to the base pay noted above, this position also offers participation in the company bonus program which is paid out based on company performance.

Benefits

• Company Options grant
• 401k offering for Traditional and Roth accounts in the US
• 12 weeks fully-paid gender-neutral parental leave
• Flexible Vacation
• Flexible Sick Time
• 24 hours annual paid Volunteer Time
• $1,500 annual Continuous Learning Stipend
• Company-wide Holidays (including end of year winter break)
• Health Insurance options including Medical, Dental, Vision
• Tech: laptop (Mac or Windows), monitor, mouse, keyboard
• Monthly Commuter stipend for hybrid & onsite Employees
• Monthly Work From Home stipend for remote employees