Customer Success Manager in United States Embassy at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager based in the United States.

This role offers the opportunity to help customers achieve long-term success within a fast-growing technology environment.
You will focus on customer health, retention, and proactive risk management by identifying challenges before they impact relationships.
The position combines strategic account partnership, problem-solving, and cross-functional collaboration.
You will work closely with internal teams to ensure customers receive the guidance, support, and solutions they need to succeed.
This role requires strong ownership, communication skills, and the ability to manage complex customer situations.
You will play a key part in improving customer outcomes, reducing churn, and strengthening long-term partnerships.
This is an opportunity to contribute to a collaborative team while helping shape scalable customer success processes.

The Customer Success Manager will be responsible for driving customer health, retention, and engagement by proactively identifying risks, coordinating solutions, and partnering with internal teams. This role focuses on strategic relationship management rather than reactive support, ensuring customers receive the guidance and resources needed to achieve their business goals.

• Partner with Account Managers to develop account strategies, with ownership of customer health, retention efforts, and churn prevention initiatives.
• Monitor customer accounts during key renewal periods, identify risks early, and develop proactive plans to improve retention outcomes.
• Own churn risk management from identification through resolution by coordinating mitigation strategies and removing customer blockers.
• Analyze customer health indicators, including engagement, product usage, and account signals, to take proactive action.
• Coordinate across Product, Support, Sales, Solutions, and Implementation teams to ensure customer feedback and critical issues are addressed effectively.
• Serve as a strategic resource for customers by providing guidance, sharing best practices, and identifying solutions to business challenges.
• Support customer adoption by helping users understand available features, resources, and opportunities for greater value.
• Contribute to improvements in customer success processes, workflows, and team operating models.
• Track and achieve customer success KPIs, including engagement, response times, account health, and retention metrics.

The ideal candidate brings customer success experience, strong problem-solving abilities, and the ability to build trusted relationships with clients and internal stakeholders.

• 3–5 years of experience in Customer Success, Account Management, or a related client-facing role, preferably within SaaS or technology companies.
• Experience managing customer retention strategies, churn risks, and proactive customer engagement initiatives.
• Ability to operate within a shared-accountability environment while collaborating closely with sales and account teams.
• Strong technical aptitude with the ability to independently investigate issues, understand customer challenges, and identify solutions.
• Excellent communication, organization, and prioritization skills with the ability to manage multiple customer situations simultaneously.
• Experience collaborating cross-functionally with teams such as Product, Support, Sales, Engineering, and Implementation.
• Strong ownership mindset with a proactive approach to problem-solving and continuous improvement.
• Ability to work effectively in a remote environment while maintaining strong collaboration and customer focus.
• Knowledge of the cannabis industry is a plus but not required.

• Competitive salary range of $55,000–$75,000 USD based on experience and role level.
• Comprehensive medical, dental, and vision benefits.
• Equity opportunities through stock options available to employees.
• Technology allowance to support hardware, software, and professional resources.
• Flexible vacation and sick leave policies.
• Remote work flexibility.
• Opportunity to contribute to a growing technology platform serving a diverse customer base.
• Collaborative and inclusive work environment focused on innovation and professional growth.