Customer Success Manager

Bonusly helps your team improve engagement and adopt the behaviors that set them, and your organization, up for long-term success. We make employee recognition meaningful, habitual, and connected to what matters most—helping organizations build cultures where people want to stay and grow together. To learn more about working at Bonusly, check out our Un-Handbook: https://github.com/bonusly/un-handbook

As a Customer Success Manager at Bonusly, you will take ultimate ownership of the growth, retention, and overall success of your book of business.  We are looking for a strategic, results-oriented professional with an ingrained passion for people and helping our customers unlock maximum value from Bonusly.  We empower CSMs to champion new team and company initiatives and are looking for someone interested in building scalable solutions to engage our entire customer base.

You will become an expert on the Bonusly platform, managing and optimizing the customer experience throughout their entire lifecycle:

• Manage a portfolio of ~250 customers in the SMB space throughout the life cycle, owning their ultimate success by ensuring they realize the full value of the Bonusly platform.
• Own Growth and Retention: Take the reins on critical customer success metrics, including renewal, expansion, and upsell 
• Ensure Successful Launches: Project manage customer launches and consult on best practices for effective user adoption.
• Grow Adoption: influence customers to effectively utilize Bonusly and expand their usage. Driving Adoption requires active planning and expertise with organizational change. 
• Develop Scaled Engagement Strategies: Look beyond 1:1 interactions to design and/or support one-to-many engagement initiatives. You will build new strategies that maximize adoption, product education, and ongoing value across our broader customer base.
• Be the Voice of the Customer: Act as an internal champion for our users while balancing Bonusly’s business goals. You will synthesize customer feedback, pain points, and success stories, sharing these insights cross-functionally to directly influence our product roadmap and company strategies.
• Support various Customer Success projects as needed.

• Have a strong drive to understand clients’ business goals, anticipate future needs, and work relentlessly to help your clients achieve success.
• Have a retention mindset with a track record of handling renewals and upselling.
• Excel at identifying problems, discovering root causes, and working quickly to find long-term solutions.
• Are a wiz at looking for patterns in customer communications and experiences to create actionable feedback for the company.
• Are well-organized and detail-oriented, with a keen understanding of project management.
• Adept with standard business tools and practices, and able to learn new ones quickly.
• Thrive working autonomously and as part of a team.  
• Have 2+ years of experience as a CSM handling a large volume of accounts.
  
  

• Are familiar with Claude, Gemini, ChatGPT, ChurnZero, Hubspot, and/or other SaaS tools.
• Have experience in HR or related fields.