Customer Success Manager (West Coast)

What You Will Work On

• Drive Strategic Growth & Partnerships: Serve as a trusted, high-value advisor to customers. Develop and execute tailored account strategies to navigate unique workflows, political environments, and complex organizational dynamics, ensuring customer needs align with product capabilities.
• Own Business Outcomes: Proactively manage renewals and negotiate expansion opportunities, meeting annual targets tied to retention and growth. This is a critical component of the CSM role, requiring a strong background in managing contract lifecycles.
• Enable Adoption & Value: Partner with our customers during the critical adoption phase and provide ongoing, targeted training to maximize their success. Translate technical concepts and product updates into clear, practical value for diverse audiences.
• Manage Success Metrics: Monitor and report on key performance indicators, including churn reduction, expansion revenue, and Customer Satisfaction (CSAT), utilizing data to inform strategic account planning.
• Stakeholder Mapping & Advocacy: Identify and nurture relationships with all key decision-makers and influencers within your accounts, ensuring they receive appropriate support. Act as the voice of the customer internally, collaborating with Product, Sales, and Support teams.
• Travel: Attend customer visits and conferences based on territory needs. This typically involves 3-5 visits per quarter. (15-20% annually)

What We’re Looking For

• 4+ years of experience in Customer Success (ideally within a fast-growing SaaS startup).
• Proven ability to manage complex accounts, drive renewals, and identify cross-sell opportunities.
• Strong focus on achieving customer outcomes and building long-term partnerships.
• Skill in navigating multiple stakeholders and a collaborative spirit for cross-functional conversations.
• Ability to mitigate risk and de-escalate issues before they become critical.
• Capacity to learn and support multiple products.
• Proficiency in translating technical concepts into practical, customer-friendly language.
• Clear, strategic communication (strong written and verbal skills) is essential for our remote environment.
• Exceptional organizational skills and prioritization ability to manage multiple customers and incoming requests.
• Familiarity with the following tools: Salesforce, Fathom, Hex, Google Suite, Slack, Hubspot, and Claude.

Benefits

• Competitive compensation and stock equity plan
• Comprehensive benefits package that includes medical, dental, vision, and life insurance
• Company sponsored pre-tax retirement savings program (401k)
• A flexible work environment that supports working from home
• Flexible PTO
• Parental Leave
• Home office stipend