As a Customer Success Manager at Together, you'll play a pivotal role in helping organizations build thriving mentorship programs that drive meaningful employee growth and development. Owning the entire customer journey-from implementation and onboarding through adoption, value realization, and renewal-you'll partner with customers to turn their mentorship goals into measurable business outcomes. In this highly strategic, relationship-focused role, you'll help customers unlock the full potential of Together's platform, drive long-term success, and create experiences that make renewal a natural next step.
What you'll do:
- Understand Together's mentorship software and apply software implementation best practices to launch mentorship programs.
- Work with the employee data and file types such as CSV, Excel, and basic HRIS data that drive program builds, including CSV and Excel files and basic HRIS data.
- Familiarity with SSO, Outlook/Gmail Calendars, Slack and Teams to implement programs and resolve day-to-day technical challenges, on your own or with others.
- Drive product adoption and seat utilization through the middle of the contract, partnering with Account Management in QBRs that show measurable progress toward customers' business goals.
- Reduce churn and maximize contract value by ensuring customers realize ongoing value so that renewal is an easy decision, and by generating referrals and sales-qualified leads (SQLs) through advocacy.
- Maintain knowledgeable, timely responses to customer needs to build credibility and trust.
- Collaborate with customers, Account Management, and product managers to solve problems.
- Communicate strategy, rationale, and progress within the team and to external stakeholders.
- Support teammates with their projects, document team trainings and best practices, and help improve the Customer Success function.
- Participate in recruiting, performance reviews, performance management, promotions, and career planning in partnership with your manager.
What you'll bring:
- 2-4 years of experience in B2B SaaS Customer Success, Account Management, or a related field, with exposure to SMB + Mid Market accounts.
- Experience managing a book of SMB + Mid-Market accounts with clear accountability for retention and customer outcomes, measured on time to value (TTV), utilization, and Gross Revenue Retention (GRR).
- Proficiency in using AI tools to drive productivity, deepen customer understanding, and elevate the quality of customer engagement and strategic output.
- Demonstrated ability to own onboarding and adoption through to early value, with a track record of regular, on-time go-lives.
- Strong commercial acumen, with a clear understanding of how value realization drives renewals, expansion, referrals, and sales-qualified leads (SQLs).
- Experience building and executing account and adoption plans in partnership with Account Management, including co-leading QBRs that show measurable progress toward customers' business goals.
- Working knowledge of software implementation best practices.
- Comfort working with employee data and common file types like CSV, Excel, and basic HRIS data.
- Ability to translate technical capabilities into business-relevant outcomes for a range of stakeholders.
- Strong stakeholder management skills, with experience engaging at senior and executive levels.
- Cross-functional skills to document best practices and help improve the Customer Success function.
Additional preferred qualifications:
- Experience with CS and productivity tools such as HubSpot, JIRA, and Zendesk.
- Experience within mentorship, Learning & Development, HR Tech, or EdTech environments.
- Familiarity with SSO, Outlook/Gmail calendars, Slack, and Teams to resolve basic challenges.
- Experience mentoring or coaching CSMs, and contributing to recruiting, performance reviews, and career planning.
- A track record of generating customer referrals and SQLs through advocacy.
What we offer:
- Fully remote-first work with flexible work arrangements
- Comprehensive Health and Wellness Benefits including retirement savings programs, eligibility for two different bonus plans, generous time off, comprehensive medical and dental benefits based on your country of location
- New Hire Equipment Allowance and monthly Flex Allowance to support your success 📦
- Endless opportunity for career growth and internal mobility
- Employee driven DE&I programs
