Customer Success Manager

ActivTrak is seeking a Customer Success Manager (CSM) to manage our high-value customer portfolio. 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 insights
• Apply industry expertise to address customer challenges and position solutions against competitive offerings
• Analyze product usage data to identify patterns, calculate ROI, and quantify multiple value streams
• Manage technical integration understanding and basic troubleshooting
• Create and maintain detailed customer-facing documentation and resources

Revenue Growth & Business Development:

• Create commercial solutions tailored to evolving customer needs
• Develop and implement effective renewal strategies
• Build multi-threaded CxO relationships to penetrate accounts strategically and develop new use cases over time
• Collaborate with sales on handoffs and growth opportunities

Customer Engagement & Management:

• Implement scalable customer success workflows and operational excellence
• Develop custom training programs and measure their effectiveness
• Monitor customer health metrics to identify and mitigate risks
• Conduct strategic business reviews and success planning sessions
• Advocate for customers by providing product feedback to internal teams

Leadership & Communication:

• Build trust with key stakeholders through executive-level interactions
• Communicate clearly and concisely in both written and verbal formats
• Demonstrate critical thinking and develop creative solutions
• Guide customers through organizational change and address resistance
• Make autonomous decisions while knowing when to escalate appropriately

Requirements

• 3+ years of experience in Customer Success or related roles with mid-market or enterprise customers
• Proven ability to manage numerous accounts using CS tools and methodologies
• Track record of driving retention, upsells, and renewals within a scalable model
• Strong data analysis skills to optimize account performance
• Excellent cross-functional collaboration abilities
• Experience with conflict resolution and crisis management
• Exceptional presentation skills and data storytelling abilities
• Strong time management and prioritization skills

Benefits

Work Environment

• Competitive compensation and benefits
• Position is remote within the U.S.
• Minimal travel required

This 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.