Customer Success Manager

We’re seeking a Customer Success Manager to own relationships across a portfolio of SaaS customers and help them achieve measurable value throughout their journey. You’ll partner with customers to define success goals, guide onboarding and adoption, lead regular check-ins and partnership reviews, and use product usage and customer health data to spot risks and recommend next steps. You’ll coordinate with Support, Product, Services, Renewals and Value Engineering to resolve issues and represent customer feedback internally, while partnering with Sales or Account Management on renewals and relevant growth opportunities.

Responsibilities:

Customer Adoption

• Assist with the onboarding phase and ensure clients meet their key success criteria.

• Educate customers on product features, updates, and use cases to drive adoption.

Customer Relationship Management

• Build strong, trusted relationships with customers through regular check-ins and proactive communication.

• Act as a point of contact for your accounts, helping them navigate the platform and resolve questions.

• Monitor customer health scores and identify opportunities to improve satisfaction and engagement.

Support & Issue Resolution

• Collaborate with Support, Product, and Engineering teams to ensure timely resolution of customer issues.

• Escalate product bugs or feature requests and follow up to communicate outcomes to customers.

Data, Insights & Reporting

• Track customer activity and adoption metrics using CRM/CSP tools (e.g., Salesforce, Clari, Vitally, etc.).

• Assist with customer business reviews and preparation of performance reports.

• Identify patterns in customer behaviour and surface insights to improve processes.

Customer Retention & Growth

• Contribute to renewal activities by ensuring customers achieve their desired outcomes.

• Identify expansion opportunities and collaborate with Sales on cross-sell or upsell motions.

Qualifications:

• 2–5 years of experience in Customer Success, Account Management, Support, or a related customer-facing role—preferably in SaaS.
• Experience with enterprise SaaS or EHS, sustainability, or product stewardship software is a plus.

• Strong communication and interpersonal skills; ability to build rapport with diverse customers.

• Passion for technology and willingness to learn SaaS products deeply.

• Problem-solving mindset with the ability to manage multiple tasks and priorities.

• Experience with CRM or CSP tools (e.g., Salesforce).

• Bachelor’s degree or equivalent experience.

Pay:

$82,000.00 - $130,000.00 + Eligible for Variable Compensation Plan

Commensurate with relevant qualifications and experience

Benefits:

• Medical, Dental, and Vision Insurance

• Health Savings Account

• Flexible Spending Account

• 401(k) Retirement Plan with Company Match

• Life and Disability Insurance

• Critical Illness Insurance

• Accident Insurance

• Hospital Indemnity Insurance

• Paid Time Off and Holidays

• Flexible Working Schedule

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.