Customer Success Manager - Mid Market (Copy) in Oldsmar, Florida at Actabl

NewEmployment Type: Full-Time
Actabl
Oldsmar, Florida, United States
Posted on
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Job Description

You’re excited about this opportunity because you will:
At Actabl, the Customer Success Manager plays a pivotal role owning the strategic relationship with customers and overseeing cross-functional initiatives to set customers up for long-term success. This position combines customer relationship management, project management, and strategic guidance on optimizing the customer’s value via usage of Actabl’s products.


Typical Functions:

Customer Success & Relationship Management
  • Serve as the primary point of contact and trusted advisor for a portfolio of customers, building strong, long-term relationships through proactive communication and a deep understanding of their business goals.
  • Provide strategic guidance and best practices, acting as a product expert and guiding customers on how to leverage the product as it is built today while also advocating for customer needs internally.
  • Develop and execute joint success plans with customers, outlining key milestones and desired outcomes to ensure they are getting the most out of their investment with Actabl and achieving their business objectives.
  • Conduct strategic business reviews to review progress against shared goals, demonstrate the value delivered, and identify opportunities for expansion or additional services.
Customer Engagement, Retention & Advocacy
  • Drive customer engagement with proactive strategies that increase platform usage and deepen product adoption.
  • Identify at-risk customers and implement strategic remediation plans to reduce churn.
  • Promote customer advocacy through success stories, reference programs, and feedback loops.
  • Provide education on product enhancements and industry best practices tailored to the customer’s goals.
Metrics, Reporting & Continuous Improvement
  • Monitor customer health scores, usage data, satisfaction metrics, and engagement trends using platforms like ChurnZero and Salesforce.
  • Analyze quantitative and qualitative data to generate actionable insights that support customer goals.
  • Collaborate with Product, Support, and Onboarding teams to escalate feedback and improve the overall customer experience.
  • Contribute to internal initiatives focused on refining customer journeys, onboarding workflows, and service delivery.



Unpacking What We’re Looking For
We’re excited about you because you have:
  • Bachelor’s degree in Business Administration, Hospitality Management, or a related field.
  • At least 3 years of customer-facing experience in Customer Success, Account Management, or a related field, particularly within a global SaaS or enterprise software business.
  • Experience leveraging tools and technology to enable proactive customer success (e.g., ChurnZero) and make data-driven recommendations.
  • Proven ability to build and sustain customer relationships that drive retention and growth.
  • Proven track record of data-driven approach to churn risk mitigation and strong escalation management.
  • Preferred background in the hospitality industry, as we seek individuals passionate about supporting the service industry and enhancing customer experiences.
  • Experience using AI responsibly, with a basic understanding of security, privacy, and ethical data-handling considerations, and you know how to keep sensitive information safe when using AI tools.

Key Competencies:
  • Customer Relationship Management: Ability to build and maintain strong relationships with customers, ensuring long-term engagement and satisfaction through proactive communication and tailored solutions.
  • Project Management: Highly organized with the ability to manage multiple projects and priorities simultaneously.
  • Cross-Functional Collaboration: Skilled in working with various departments (Sales, Support, Product) to ensure a cohesive and comprehensive approach to customer success.
  • Data-Driven Decision Making: Strong analytical skills to monitor key metrics, such as customer health, platform usage, and sentiment, and translate data into actionable plans that drive customer success outcomes.
  • Problem Solving & Risk Mitigation: Ability to identify customer challenges and provide effective, proactive solutions. High level of problem-solving acumen to quickly resolve customer issues and escalate when necessary.
  • Communication & Presentation Skills: Proficient in creating and delivering impactful business reviews, presentations, and reports to both internal and external stakeholders. Skilled in articulating business value, data insights, and strategic recommendations.
  • Adaptability & Learning Agility: Ability to thrive in a dynamic and evolving technology environment. Willingness to learn new tools, methodologies, and product updates quickly to stay ahead in the customer success space.
  • Customer-Oriented Mindset: Acts as the voice of the customer within the company, ensuring customer needs are communicated and that customer feedback is used to improve product offerings and service delivery.

We try to be specific about the experience we believe you’ll need to have in order to be successful in this position, however, we encourage you to apply even if you don’t meet 100% of the outlined bullet points. If you are excited about innovating hospitality through technology and are a top-performing team player with a strong work ethic, we’d love to hear from you!

Work Environment:
This is a hybrid position and will be part of our Denver office with an expectation of working three days (Tuesday-Thursday) in-office and two days (Monday & Friday) remote. Candidates located outside of the Denver Metro Area will be reviewed and considered if necessary.

Actabl Around the World:
We are a hybrid friendly workplace with our main office in lower downtown Denver and with additional office hubs located in Atlanta & Tampa, and our remote based domestic & international employees support our hoteliers across the globe. No matter where you live and work, you’re a valued member of the Actabl team.



Preview Your Team Member Experience
Total Rewards At-a-Glance:
All Actabl full-time team members and their dependents based in the United States are able to receive the following benefits starting on the first of the month following the first day of employment:

Health & Wellness
  • Medical, dental, and vision insurance plans for employees & eligible spouse and/or dependents
  • Employer-paid life & AD&D, short-term disability & long-term disability
  • Discounted pet insurance plans through Wishbone
  • Employee Assistance Program (EAP) services available to employees & their dependents
  • On-site gym available for free use at Denver office

Financial Wellbeing
  • Competitive base salary with bonus structure
  • Healthcare spending accounts with employer contributions
  • 401(k) plan with an employer match of up to 4%

Flexibility & Time Off
  • Unlimited discretionary time off hours to be used when needed
  • 10 observed US federal holidays throughout the year
  • Winter recess for all Actabl employees between December 24th-January 2nd
  • 12 weeks of parental leave for both birthing & non-birthing parents


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Job Location

Oldsmar, Florida, United States

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