Customer Success Manager

United StatesRemoteFull-timemid

Customer Success ManagerCustomer

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Quick Summary

Requirements Summary

5+ years of experience in Customer Success, Professional Services, SaaS Implementation, Strategic Account Management, or a similar B2B SaaS customer-facing role.

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Customer Success ManagerCustomer

As a Customer Success Manager, you will guide enterprise customers through onboarding, adoption, optimization, and long-term value realization. You will act as a trusted advisor, connecting customer objectives with measurable outcomes and effective success strategies. The role combines strategic relationship management with hands-on coordination across complex SaaS implementations and post-go-live programs. You will help customers optimize contract lifecycle management processes, navigate organizational change, and adopt AI-enabled capabilities. Working with executive, business, administrative, and technical stakeholders, you will identify risks, remove adoption barriers, and strengthen customer engagement. You will also collaborate across product, sales, professional services, technical account management, and support teams to continuously improve customer outcomes.

Own the post-implementation customer journey, including onboarding readiness, adoption, customer health, retention, renewal support, and value realization.
Lead onboarding and post-go-live programs, coordinating stakeholder alignment, success planning, enablement, adoption milestones, and transition to steady-state operations.
Develop customer success plans that connect business objectives, measurable outcomes, milestones, risks, dependencies, and relevant product capabilities.
Advise customers on contract lifecycle management best practices across intake, authoring, review, approvals, execution, repository management, obligations, reporting, and governance.
Monitor adoption, engagement, and customer health indicators, proactively identifying risks and coordinating recovery plans.
Lead customer health reviews, executive business reviews, and strategic sessions covering progress, value, risks, recommendations, and next steps.
Support organizational change management, governance, stakeholder readiness, and sustained product adoption.
Partner with Account Management on renewals and expansion opportunities by documenting customer outcomes and maintaining strong relationships with decision-makers.
Collaborate with Professional Services, Technical Account Management, Support, Product, Sales, and Marketing to coordinate customer outcomes and resolve cross-functional dependencies.
Represent the voice of the customer and contribute to the improvement of success playbooks, templates, health models, and scalable customer programs.

Requirements

~2 min read

5+ years of experience in Customer Success, Professional Services, SaaS Implementation, Strategic Account Management, or a similar B2B SaaS customer-facing role.
Proven experience leading enterprise onboarding, implementation transitions, post-go-live adoption, and value realization for complex SaaS solutions.
Practical contract lifecycle management experience or substantial experience working with legal, procurement, sourcing, commercial operations, or contract-driven processes.
Strong understanding of the SaaS customer lifecycle, including adoption, optimization, risk management, retention, renewal, and expansion.
Demonstrated ability to lead strategic conversations with executive, business, administrative, and technical stakeholders.
Experience developing success plans, adoption strategies, governance models, executive reviews, and risk mitigation plans.
High-level understanding of APIs and enterprise integrations, including data flows, authentication, webhooks, dependencies, and common SaaS integration patterns.
Experience supporting the adoption, responsible enablement, governance, or value realization of AI-enabled software.
Excellent communication, presentation, facilitation, analytical, and executive stakeholder-management skills.
Ability to manage multiple enterprise engagements and cross-functional dependencies in a fast-paced environment.
Experience with CLM or adjacent legal, procurement, CRM, ERP, document, identity, or workflow technologies is preferred.
Knowledge of contract management, legal operations, procurement, sourcing, compliance, or commercial operations is preferred.
Familiarity with customer success and work-management platforms such as Planhat, Gainsight, Zendesk, Jira, or Azure DevOps is a plus.
Strong Microsoft Office skills and experience creating executive-ready customer materials.
Experience supporting Life Sciences or other highly regulated organizations is a plus.

What We Offer

~1 min read

✓Fully remote position within the United States.

✓Full-time opportunity.

✓Opportunity to work with enterprise customers on complex SaaS adoption, transformation, and value realization initiatives.

✓Exposure to contract lifecycle management, enterprise integrations, organizational change, and AI-enabled software.

✓Collaborative environment with cross-functional partnership across Customer Success, Product, Sales, Professional Services, Technical Account Management, Support, and Marketing.