Customer Success Manager

Role Overview

The ideal candidate is an entrepreneur at heart, has a passion for building external relationships, solving problems, driving successful outcomes, and all the benefits and challenges that go along with that! Reporting to the Director of Customer Success, the Customer Success Manager will serve as the primary contact for onboarding new customers, training ClearRisk users, and providing post go-live support.

What You Will Do

Serve as the primary contact for onboarding new customers, training ClearRisk users, and providing post go-live support; Conduct training through various methods, including online sessions, Q&As, webinars, and self-paced learning materials; Use data to evaluate the impact of training initiatives on customer success, product adoption, and business outcomes.

Why It Might Be a Fit

We’re growing, that means you’ll grow! We have an awesome office space with a flexible work environment; We offer a culture of openness and idea generation; We pride ourselves on transparency and keeping it real; From the most senior to the newest team member, we provide open access to decision makers and career building work; We prioritize diversity, inclusion, and community building; and We have a competitive compensation package.

Requirements

• University degree or college diploma in education, or business administration, or equivalent.
• 3-5 years of direct work experience in Customer Success, learning and development, Account Management, Client Services, or a related role, preferably within a SaaS environment.
• Experience with CRM and Customer Success Management platforms such as Salesforce, ChurnZero, ClientSuccess, or similar tools, including managing customer data, tracking engagement, monitoring customer health metrics, and generating reports.
• Technical aptitude to learn and explain software products, troubleshoot customer issues, and collaborate with development teams.
• Excellent understanding and working knowledge of the customer journey and techniques for ensuring quality of deliverables.
• Strong organizational and project management skills with attention to detail, multi-tasking, time management, meet deadlines and the ability to manage multiple accounts and priorities.
• Strong communicator, passionate about customer engagement, and skilled in delivering effective training programs.
• Strong analytical skills with the ability to interpret customer data and translate insights into actionable strategies.
• Customer-focused mindset, with a proactive approach to problem-solving and relationship management.
• Ability to analyze data and customer feedback to drive engagement, retention, and process improvements.
• Outstanding written and verbal communication skills.
• Energetic, self-motivated, and results oriented.
• Adaptability and resilience in a fast-paced, evolving environment.
• Proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook, to create reports, presentations, and documentation.

Benefits

• Competitive compensation package
• Benefits package