Customer Success Manager
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Job Description
Customer Success Manager responsible for managing client relationships and ensuring successful product adoption at Collage Group. Focusing on enhancing client value through insights and data-driven strategies while collaborating across teams.
Responsibilities:
- Build trusted relationships with daily users and team leads, serving as the day-to-day contact for client success, adoption, and support.
- Lead post-sale transitions including the Sales-to-CSM handoff, internal kickoff, and formal onboarding with platform walkthroughs and data tool training.
- Conduct monthly customer check-ins to align on usage trends, progress against the Client Value Plan, upcoming needs, and to support the Account Director in preparing for strategic conversations.
- Develop, track, and report on Customer Health and Client Value Plans, using usage data to monitor engagement, identify risks, and surface growth opportunities.
- Coordinate ad hoc insights and reporting requests, and manage client usage of entitlements to ensure full value realization.
- Partner with Account Directors on renewals, expansions, and strategic account planning while escalating risks or red flags proactively.
- Advocate for the client internally—capturing feedback, surfacing feature requests, and identifying trends across accounts to inform the product roadmap and company strategy.
- Promote client participation in advocacy opportunities including webinars, case studies, testimonials, and events.
Requirements:
- 2+ years of experience in Customer Success, Account Management, Program Management, or other client-facing roles, ideally within SaaS, analytics, insights, or data-driven organizations.
- Proven ability to manage customer relationships, including onboarding, engagement planning, and day-to-day support for mid-level stakeholders and end users.
- Strong communication, presentation, and facilitation skills—you can explain complex tools and insights clearly to a variety of audiences.
- Experience with customer health monitoring, usage reporting, and driving measurable value realization.
- Highly organized and capable of managing multiple accounts and projects in a fast-paced, cross-functional environment.
- Proficiency with CRM systems (e.g., Salesforce) and comfort using dashboards or success tools to track engagement and outcomes.
- Team-oriented and proactive, with a service-first mindset and the ability to collaborate closely with Account Directors, Product, and Insights teams.
- Bachelor’s Degree, in marketing, advertising, sales, or business, or comparable work experience.
Benefits:
- premium medical, dental, and vision coverage for you and your loved ones.
- generous PTO program that includes 12 company holidays, a floating holiday, and a dedicated day for you to give back to a cause you love.
- 8 weeks of fully paid parental leave for all parents, regardless of path to parenthood.
- competitive 401(k) match.
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