Customer Success Manager

As a Customer Success Manager at Crystal, you will be a member of a high-performing team responsible for building strong relationships, managing accounts, driving Net Revenue Retention (NRR), and supporting our B2B customers on the platform.

When companies purchase Crystal, they are buying more than software—they are investing in a high-performing, self-correcting, relationally intelligent culture. Our job is to help them achieve that culture by integrating our platform into their business processes (whether for team building, hiring, and sales). This role involves product training, virtual coaching, problem solving, gathering feedback, and advocating for our customers in order to help them succeed with our products.

You will report directly to the Head of Customer Success, and will primarily be measured on your ability to retain and expand customer accounts, measured through NRR.

From Day 1, you will spend most of your time interacting with people—via email, phone, and video—so this is absolutely a position for someone with excellent communication skills and an insatiable appetite for building relationships. In addition, you will need to develop a strong technical understanding of Crystal's products to effectively support and train customers. This is a very hands-on role and your hands will be in many buckets, so the ability to stay organized, on top of things, and keep others accountable is crucial.

Your normal week will include:

• Leading customer onboarding and product training(s) to ensure seamless transitions for new accounts
• Owning and managing a portfolio of accounts, providing strategic direction that drives adoption and value
• Proactively managing renewals by identifying potential churn risks early and creating action plans to mitigate them
• Maintaining and growing your book of business with a focus on maximizing Net Revenue Retention (NRR)
• Nurturing, identifying and closing expansion opportunities
• Negotiating and closing multi-year renewals to ensure long-term retention
• Collaborating with Product and Engineering teams to document bugs, relay customer feedback, etc.
• Maintaining detailed meeting notes and customer records in our CRM

Qualifications:

• 5+ years experience in B2B customer success, account management, sales, or other customer facing roles, preferably in a SaaS environment
• A proven track record of maintaining long-term customer relationships, retaining and expanding accounts
• Ability to influence, persuade and negotiate with stakeholders to achieve effective and mutually beneficial outcomes
• Proficiency with HubSpot, Salesforce, or other similar CRM systems

Requirements

• Ability to travel (average 1-2 times per quarter)
• Ability to work within the customers timezone
• Strong presentation skills; especially to large groups
• High technical aptitude to understand customer use cases and requirements
• Self-starter with a willingness to experiment with new strategies and move at a fast pace

Benefits

• Competitive salary and variable compensation plan
• Medical, Dental, and Vision options
• 4 weeks paid time off
• Fully remote work environment