Customer Success Manager
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Job Description
Customer Success Manager managing onboarding, retention, revenue capture, and growth for Column, a public-information software platform serving governments, law firms, and media.
Responsibilities:
- Own the overall health, retention, and performance of an assigned book of business
- Lead implementation and onboarding of new accounts from sale through successful launch
- Develop customer relationships and serve as a trusted point of contact throughout the customer lifecycle
- Optimize customer revenue capture rates based on contracted value
- Maintain and drive revenue retention by identifying risks affecting customer or account revenue
- Improve customer feature adoption, engagement, and satisfaction
- Partner with internal teams to resolve customer issues and deliver commitments on time
- Assist with invoice collection and accounts receivable follow-up
- Maintain accurate account records, forecasts, and customer status updates
- Manage customer expectations regarding performance, billing, and account-related issues
- Achieve minimum 90% revenue retention, minimum 90% capture rate, and BoB utility below 10%
- Support resolution of outstanding invoices and manage Days Sales Outstanding
- Launch new accounts according to implementation timelines and standards
Requirements:
- 3+ years Customer Relationship Management experience
- Proven ability to build trusted relationships, manage customer expectations, communicate effectively with diverse stakeholders, handle customer conflict, and maintain alignment and accountability
- Demonstrated experience managing and growing a book of business
- Strong understanding of customer retention, revenue protection, and account health
- Demonstrated financial and commercial acumen to manage accounts and identify growth opportunities
- Strong understanding of products and technology
- Ability to lead customer onboarding, drive product adoption, and translate technical concepts into clear language
- Comfortable using customer health metrics, usage data, and performance indicators
- Highly organized; able to manage multiple accounts and competing priorities while meeting milestones and deadlines
- Ability to understand customer business objectives, align goals with product capabilities, identify growth and expansion opportunities, and drive retention
- Excellent written and verbal communication skills, active listening abilities, presentation skills, and ability to navigate challenging conversations
- Ability to gather, synthesize, and communicate customer feedback and insights to internal teams
- Demonstrated ability to collaborate and influence across teams
- Experience in B2B SaaS or marketplace environments preferred
- Familiarity with Front, HubSpot, Looker, or similar CRM and BI tools preferred
- Experience working with publishers, governments, and law firms preferred
Benefits:
- Performance bonus tied to upsells and rate of contracted revenue captured
- Equity participation in a high-growth, mission-driven company
- 401K with match
- Health, dental, vision, life, short-term and long-term disability insurance
- Flexible PTO
- Fully remote work environment
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