Customer Success Manager

ActivTrak is seeking a Customer Success Manager (CSM) to manage an enterprise book of business. In this role, you'll build strong customer relationships, drive successful outcomes, and ensure satisfaction and retention through 1:1 customer success methodologies.This position is ideal for professionals who excel in fast-paced environments and have experience efficiently managing mid-market or enterprise books of business.Key Responsibilities:Technical Excellence:Develop deep product knowledge to map features to business outcomes and communicate roadmap insightsApply industry expertise to address customer challenges and position solutions against competitive offeringsAnalyze product usage data to identify patterns, calculate ROI, and quantify multiple value streamsManage technical integration understanding and basic troubleshootingCreate and maintain detailed customer-facing documentation and resourcesRevenue Growth & Business Development:Lead renewal conversations and secure commitments, identifying upsell triggers and expansion opportunitiesCreate commercial solutions tailored to evolving customer needsBuild multi-threaded customer relationships to penetrate accounts strategically and develop new use cases over timeCollaborate with sales on handoffs and joint strategies for account growthCustomer Engagement & Management:Manage a portfolio of customers throughout their journey, understanding their unique needs and tailoring interactions to align customer goals with company objectivesImplement scalable customer success workflows and operational excellenceProactively monitor customer health metrics to identify and mitigate risksConduct strategic business reviews and success planning sessionsBuild success plans that ensure customers fully realize the value of the partnershipAdvocate for customers by providing product feedback to internal teamsLeadership & Communication:Build trust with key stakeholders through executive-level interactionsCommunicate clearly and concisely in both written and verbal formats, managing conflict resolution and navigating difficult conversations effectivelyDemonstrate critical thinking and develop creative solutionsGuide customers through organizational change and address resistanceMake autonomous decisions while knowing when to escalate appropriatelyCross-Functional Collaboration & Process Improvement:Build strong working relationships with Product, Marketing, Support, and Sales teams to align customer success initiatives with broader company goalsActively share customer feedback and insights with relevant teams to inform product development and marketing strategiesIdentify operational friction in day-to-day work and propose practical improvements with supporting contextParticipate in team pilots, process updates, or change initiatives, providing thoughtful feedback based on direct customer impactCreate reusable frameworks, templates, and playbooks that benefit the broader teamRequirements3+ years of experience in Customer Success or related roles with mid-market or enterprise customersProven ability to manage numerous accounts using CS tools and methodologiesTrack record of driving retention, upsells, and renewals within a scalable modelStrong data analysis skills to optimize account performance and inform decision-makingExcellent cross-functional collaboration abilitiesExperience with conflict resolution and crisis managementExceptional presentation skills and data storytelling abilitiesStrong time management and prioritization skillsDemonstrated ability to align customer needs with product features and company goalsSelf-directed work style with good judgment about when to escalate issuesBenefitsWork environmentCompetitive compensation and benefitsPosition is remote within USMinimal travelLimited physical demandsThis is an incredible opportunity to embark on an exciting journey with a dynamic, VC-backed company. If you have a proven track record of creative thinking, a drive for learning, and a deep commitment to collaboration, we want to talk to you!ActivTrak is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. ActivTrak does not discriminate on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, age, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.Originally posted on Himalayas