Description

This is a hybrid role in Denver where you will be expected to be based in the office 3 days a week.

The opportunity

As a Customer Success Manager, you will own a named book of professional-services customers and act as their primary point of contact throughout their lifecycle with Teamwork.com. You are accountable for adoption, value realisation, renewals, and expansion identification, and your performance is measured against Gross Dollar Retention (GDR) and Net Dollar Retention (NDR). You also own the renewal commercially, leading the conversation, negotiating terms, and carrying the number.

Your customers are professional-services businesses whose profitability depends on billable hours, utilisation, and project margin. Your role is to make sure Teamwork.com is helping them deliver client work more efficiently and more profitably. Features are the vehicle, not the destination. Our north star is the value customers realise through better business outcomes, and your job is to make that value clear and tangible well before they reach a renewal.

This is a proactive, relationship-led role. You run onboarding from start to finish, working alongside Professional Services on data migration and technical setup, and then carry the relationship through adoption and renewal. You work closely with Support, Sales, and Product to give customers a consistent experience and to flag risks and opportunities early. You keep a clear view of upcoming renewals, customer health, and the value delivered. You own renewal preparedness and risk identification, and you work with Sales to progress the expansion signals you spot.

This role is ideal for a commercially confident CSM who is ready to own a book of business, lead their own renewals, and take full accountability for retention outcomes within a scaling Customer Success organisation.

Requirements

How We Work: AI-First

AI is part of how this team works every day. We use it to take the manual effort out of account management, which frees up time for the customer conversations that drive retention. We expect you to be comfortable using AI in your daily workflow and to apply your own judgement to everything it produces. The people who do best on this team tend to go a step further and build their own tools/agents and workflows.

Responsibilities Include:

• Portfolio Ownership: Proactively manage a dedicated book of Mid-Market accounts, driving deep product adoption, health, and retention across the entire customer lifecycle.
• Executive Business Reviews (EBRs): Move past the tactical features. You will lead regular strategic reviews with agency leadership to demonstrate ROI, visualize utilization data, and align Teamwork.com with their bottom-line profitability goals.
• Expansion & Commercial Health: Partner closely with Account Executives and Renewals managers to spot growth signals, mitigate churn risks early, and unlock expansion revenue within your patch.
• Workflow Architecture: Act as an expert on agency operations. You'll map their specific business processes to Teamwork.com's advanced capabilities (resource management, budgeting, and time tracking).
• Voice of the Customer: Code and document client feedback, feature requests, and operational friction points to advocate for your portfolio directly with our Product and Engineering teams.
• Playbook Innovation: Help build the scale-up machine. You will contribute to internal customer success playbooks, health-scoring models, and retention strategies to optimize our team's performance.

Customer Adoption & Outcomes

Customers can clearly state the business outcome they bought Teamwork.com to achieve, and they know whether they are getting it. You help customers reach those outcomes by adopting the features and workflows that get them there. Customers reach value in good time, and that value is backed by evidence rather than assumed.

Renewal Readiness & Retention

You keep clear visibility of renewal dates, health, risks, and next steps across your portfolio. You surface churn risk early and work through it with a structured save plan, rather than defaulting to feature pitches or discounts. You lead the renewal commercially, with stakeholders mapped, ROI demonstrated, and terms negotiated. Customers come into a renewal aligned and without surprises, and you deliver directly against the GDR target for your book.

Expansion Identification

You identify expansion through increased usage, additional teams, or broader product adoption. You surface qualified expansion signals to Sales and support them through to close. You contribute to NDR through value-led expansion.

Account Ownership & Communication

You run effective customer cadence, onboarding follow-ups, and adoption reviews. You set clear expectations, communicate progress, and follow through on what you commit to.

Operational Excellence

Customer notes, health signals, renewal context, and next steps are accurate and up to date in our systems, including renewal forecast fields. You use product usage data and customer feedback to decide where to spend your time. You apply the team's playbooks and help improve them where you see a better way.

What good looks like

• 3-5 years of experience as a dedicated Customer Success Manager or Account Manager managing a B2B SaaS portfolio (Mid-Market or Enterprise tier preferred).
• Agency / Professional Services Knowledge: You understand how billable hours, project margins, and utilization rates work. Speaking the language of agency operations is a massive advantage.
• Consultative Communication: Exceptional ability to build trust quickly, navigate complex account politics, and lead value-driven presentations.
• Data-Literal: Comfortable diving into customer health metrics, CRM tools (HubSpot/Salesforce), and CS platforms to build data-backed retention strategies.
• The Underdog Mindset: You are a proactive doer who thrives in a fast-paced environment where you can take action and directly impact company growth.

Core Benefits and Perks

• Employee Share Options (ESOP) - we mean what we say when we say, "act like an owner"!
• Competitive salary & OTE (as applicable)
• Up to 30 days vacation from day 1
• Pension benefit (specific to region)
• Health plans and wellbeing programs
• Give Back program
• Ministry of Happiness social club
• Educational resources and generous allowance to support development
• Inclusive policies - maternity, paternity & parent leave, as well as a focus on flexible working
• Recognition programs

In accordance with the Colorado Equal Pay Transparency Rule ("EPT"), the CSM role has an annual on-target earning range of $110,000 - $125,000 USD. Learn more information about our competitive benefits package on our website or by discussing it with your recruiter.