Customer Success Manager

Role Overview

As a Customer Success Manager, you will own the operational relationship for a portfolio of client accounts from kickoff through renewal. You will serve as the primary point of contact for customers, supporting platform adoption, utilization, delivery, project management, and day-to-day client communications.

What You Will Do

You will own Customer Relationships, Drive Platform Adoption and Utilization, Develop Account Success Plans, Monitor Account Health, Manage Client Implementations, Plan and Coordinate Project Delivery, Coordinate Cross-Functional Delivery, Lead Client-Facing Delivery Activities, Build Platform Knowledge, Provide Configuration Guidance, Support Retention and Commercial Opportunities, Identify Expansion Opportunities, Conduct Account Audits, and Represent Customer Feedback.

Why It Might Be a Fit

You will work as part of a cross-functional account team to guide clients through implementations, training, user acceptance testing, go-live, ongoing operations, renewals, and expansion opportunities. You will develop strong knowledge of the Imagen platform, including front-end user experience and administrative configuration, and collaborate with internal teams to support client outcomes.

Requirements

• 3 to 5 years of experience in Customer Success, Account Management, or client-facing delivery within B2B SaaS or technology environments.
• Strong project-management skills, including stakeholder management, task coordination, dependency management, governance, risk management, and communications across concurrent deliveries.
• Technical aptitude to understand system configuration, API integrations, and cloud-infrastructure concepts, as well as troubleshoot basic issues independently.
• Demonstrated ability to deliver training and technical enablement to technical and non-technical audiences.
• Proficiency with Salesforce, Azure DevOps or Jira, and Monday.com.
• Ability to work independently in a remote, cross-time-zone environment.
• Fluent professional English, written and verbal.
• Proven experience using AI tools, such as ChatGPT, Claude, or Copilot, for research, communications, and workflow efficiency.

Benefits

• Flexible vacation
• Two company-wide Mental Health Days off
• Access to the Headspace app
• Retirement savings
• Tuition reimbursement
• Employee incentive programs
• Resources for mental, physical, and financial wellbeing

Tagged as: Project Management, Salesforce