Job Title: Customer Success Manager
Reports to: Customer Success Team Manager
Organization: Customer Success
We're looking for a high-energy
Customer Success Manager (CSM) to be the champion of our Enterprise Customers post-implementation. As the frontline partner, you'll engage deeply with customers, help them realize the full value of our platform, and drive long-term adoption and success.
This is not a quota-carrying role. Instead, you'll be focused on building lasting relationships, enabling adoption, and serving as a trusted advisor. You'll collaborate with cross-functional teammates-including Implementation, Support, Account Management, and Product-so that customers' voices are heard, roadblocks are removed, and their outcomes are maximized.
Responsibilities:- Proactively connect with customers on a regular cadence to drive engagement, assess product use, gather feedback, and identify opportunities for improvement.
- Develop and manage success plans that align customer goals with company objectives, ensuring measurable outcomes.
- Partner with Implementation Managers to deliver a seamless handoff from onboarding to long-term success.
- Leverage proprietary tools, scorecards, and analytics dashboards to track ROI, usage, and adoption, translating data into compelling value propositions.
- Provide strategic coaching so customers can confidently use Case Status to deliver exceptional experiences to their own clients.
- Monitor customer health and sentiment, serving as their advocate within Case Status and sharing insights with internal teams.
- Identify opportunities for expansion, passing upsell opportunities to Account Managers while staying focused on customer adoption and retention.
- Ensure consistent use of internal systems (CRM, project management, analytics tools, etc.) to maintain operational excellence.
- Travel as needed for on-site customer meetings (flexible and reasonable expectations).
Qualifications: - 5+ years as a Customer Success Manager at a high-growth SaaS company, or 8+ years in customer-facing roles with direct client engagement.
- Strong analytical skills with the ability to diagnose customer challenges and recommend prescriptive solutions.
- Exceptional communication skills (written, verbal, and virtual), with a polished and professional presence.
- A self-starter mindset-motivated, proactive, and able to work independently while collaborating as part of a team.
- Excellent organizational skills with proven ability to follow through, prioritize, and drive customer outcomes.
- A track record of improving customer retention, adoption, engagement, and satisfaction (NPS).
- A genuine passion for creating exceptional customer experiences.
Location: This role is required to be onsite at our office in Daniel Island, South Carolina. Candidates located outside of the Charleston area need not apply.
Benefits:We firmly believe that investing in our employees' well-being and empowering them through a competitive total rewards philosophy is the only way to go.
Some of our perks include:
- Unlimited Paid Time Off (with manager approval and after a short period of employment)
- Leading Medical, Dental and Vision Plans with HSA options and 24/7 EAP
- Monthly reimbursement allowance for health and wellness purchases
- Matching 401(k) contribution program after 3 months of employment
- Incentives for ownership in Case Status through its stock option plan (subject to board approval)
- Quarterly recharge days, 11 company-paid holidays, and more
