Customer Success Manager
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Job Description
Customer Success Manager at ClearStar fostering long term customer relationships in background screening. Ensuring customer support and collaboration across teams to enhance service delivery.
Responsibilities:
- Serve as the primary point of contact for an assigned portfolio of customer accounts
- Build strong, long term relationships by understanding customer goals, workflows, and compliance needs
- Proactively manage customer health through regular touchpoints, performance reviews, and issue resolution
- Partner with internal teams to coordinate service delivery, resolve escalations, and ensure timely follow through
- Monitor service performance, trends, and customer feedback to identify risks and improvement opportunities
- Educate customer on ClearStar products, processes, and best practices
- Identify potential expansion or upsell opportunities and collaborate with Sales for follow up
- Maintain accurate documentation and reporting in CRM and internal systems
Requirements:
- Experience in customer success, account management, customer services, or a related customer facing role
- Experience in background screening, consumer reporting, FCRA compliance, or other regulated service environments is highly preferred.
- Ability to manage multiple customer relationships while maintaining attention to detail
- Excellent communication skills, both written and verbal
- Proven ability to collaborate cross functionally and influence outcomes without direct authority
- Comfort navigating customer escalations with professionalism and confidence
- Experience using CRM platforms and client tracking tools preferred
- A dedicated home office space that is noise and distraction free with access to a reliable and secure high speed internet connection is required.
- Cable or fiber internet connections with at least 75 mbps download and 10 mbps upload are preferred, as satellite connections often cannot support the technologies used to perform day to day tasks.
Benefits:
- paid healthcare and life insurance premiums
- low-cost dental and vision insurance
- company-paid basic life insurance
- company-paid Short-Term Disability policy
- employee assistance program
- 401(k) matching up to 4%
- time off
- 9 company paid holidays
- 2 additional days of paid time off for volunteer activities
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