Customer Success Manager
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Job Description
Customer Success Manager driving customer onboarding and implementation efforts for B2B SaaS. Facilitating training, supporting process changes, and ensuring customer success post go-live.
Responsibilities:
- Lead customer onboarding and implementation efforts by gathering requirements, defining success criteria, and managing project timelines to ensure a smooth and timely go-live.
- Work directly with customer teams to understand current state workflows, document operational processes, and design future state workflows that align with our platform and best practices
- Support customers through organizational and process change by developing adoption plans, delivering structured training, and reinforcing new workflows across different roles and teams.
- Facilitate live and virtual training sessions, tailor enablement materials to different user personas, and ensure customers feel confident using the platform in their day-to-day operations.
- Serve as a consistent point of contact post go-live, monitoring customer health, addressing challenges, and helping customers continue to realize value as their needs evolve
- Partner closely with Product, Support, and Sales to share customer feedback, identify common implementation challenges, and continuously improve onboarding and adoption experiences.
Requirements:
- BA/BS or Graduate Degree (Preferred)
- 2 to 4 years of experience in customer success, implementation, onboarding, professional services, operations consulting, or a related customer-facing role within a B2B SaaS or technology-enabled company
- Hands-on experience working directly with customers to understand business processes, gather requirements, and support workflow or system changes.
- Exposure to change management or technology adoption initiatives, particularly in organizations transitioning from manual, legacy, or non-integrated systems.
- Strong communication and facilitation skills, with the ability to explain technical or operational concepts in clear, practical terms.
- Comfortable managing multiple customer engagements simultaneously while maintaining attention to detail and follow-through.
- Curious, empathetic, and solution-oriented, with a genuine interest in helping customers improve how they work.
Benefits:
- Permanent remote work flexibility
- Paid Time Off
- Health Maintenance Organization (HMO) coverage
- Annual performance bonuses
- Dedicated coaches offer an extra channel of support and skill-building
- Opportunities for professional growth
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