3-5 years of customer success experience in a growth-stage SaaS environment.
Experience managing Enterprise or strategic accounts, including renewals and leading QBRs/EBRs.
Strong project management and relationship-building skills.
Efficiency-focused with a knack for automation and AI tools.
Hands-on experience with a modern customer success tech stack, including CRM and CS platforms.
Excellent communication skills, capable of building trust with diverse stakeholders.
Self-starter who thrives in fast-paced, changing environments.
Responsibilities
Partner with customers to understand their goals and maximize product value.
Own the renewal process from risk identification to signed renewal.
Lead quarterly and executive business reviews to align on goals and demonstrate value.
Utilize data to drive engagement and product adoption, spotting risks early.
Transform customer conversations into actionable insights for internal teams.
Leverage AI and automation tools to streamline workflows and enhance productivity.
Act as the customer's voice internally, collaborating with various departments to share feedback and solutions.
Benefits
14 company holidays plus unlimited PTO.
Comprehensive healthcare, dental, and vision insurance.
401(k) plan with company match.
Provision of new computer and top-tier hardware.
Access to a well-stocked kitchen in the Denver office.
Full Job Description
Title: Customer Success Manager
Location: Remote or Denver, CO (Hybrid)
Compensation: 100,000-110,000 OTE (Base + Bonus)
Role Overview We're looking for an experienced Customer Success Manager to work closely with our Enterprise and strategic customers. You'll be their primary point of contact and trusted advisor, guiding them through their journey with our products. You'll also use modern tools and AI to work smarter and scale how you engage with your customers. Success in this role is measured by customer health and retention. You'll play a key part in protecting and growing our customer base as we scale.
What You'll Be Doing
Partner with your customers to understand their goals and business practices, then make sure they get the most value from our products.
Own the renewal process for your book of business, from early risk identification through signed renewal.
Lead quarterly business reviews (QBRs) with your customers and executive business reviews (EBRs) with our top accounts to align on goals, show value and plan ahead.
Use data to drive engagement. Use ChurnZero health scores, dashboards and usage patterns to spot risk early and drive product adoption.
Turn customer conversations into insights. Use Gong to understand call trends, follow through on commitments and bring the customer's voice to internal teams.
Work smarter with AI and automation. Use tools like Claude, ChurnZero, Gong and Slack to automate repetitive work, prepare for meetings and surface what you need to know about your book of business.
Be the customer's voice internally. Partner with Implementation, Support, Product, Sales and Marketing to share feedback and make the right connections.
Anticipate customer needs and challenges, and bring proactive solutions before they become problems.
Spot growth opportunities and partner with Sales to bring them forward.
Build processes that scale with a growing customer base, and share what's working with the team.
Drive satisfaction, loyalty and advocacy that turns customers into ServiceCore champions.
What You'll Need to Be Successful
3-5 years of customer success experience at a growth-stage SaaS company, ideally through a period of rapid scaling.
Experience managing Enterprise or strategic accounts, including owning renewals and leading QBRs/EBRs.
Strong project management and relationship-building skills.
A bias toward efficiency. If there's a way to cut redundant work, automate a task or use AI to get time back for customers, you're on it.
Curiosity and comfort with AI tools. You're already using them, or excited to, to work smarter and scale your impact.
Hands-on experience with a modern CS tech stack:
CRM (e.g., Salesforce)
CS platform (e.g., ChurnZero, Gainsight)
Conversation intelligence (e.g., Gong)
Support tools (e.g., Pylon)
Internal communication (e.g., Slack)
Excellent written and verbal communication, and the ease to build trust quickly with anyone from owner-operators to executives.
A strong team player who is also a self-starter and can work on your own.
You thrive in a fast-paced, changing environment and like experimenting with new ideas.
Comfortable traveling a few times a year for company on-sites and team building, as well as customer visits.
Empathy. You want to help customers succeed and become ServiceCore champions.
Salary & Benefits
100,000-110,000 OTE (Base + Bonus) based on prior experience. The bonus is tied to performance, with Gross Revenue Retention (GRR) as a key metric.
