Customer Success Manager

We are looking for a Customer Success Manager (CSM) to join our Teamed Model within Scaled Customer Success. In this role, you will be responsible for executing assigned customer engagements, supporting adoption and value realization, and surfacing expansion opportunities to Sales and Account Management. You will contribute directly to retention and growth by delivering excellent customer experiences and ensuring consistent execution of playbooks and success plans. 

Key Responsibilities 

Customer Engagements 

• Execute on assigned customer engagements, value and outcome reviews, adoption check-ins, and intervention activities triggered by health or usage signals. 
• Maintain timely and high-quality responses to Customer Success Platform CTAs. 
• Actively monitor customer health and take action when risk signals arise. 
• Ensure customers are aware of new features, programs, and best practices to maximize value from the platform. 

Revenue Growth and Retention 

• Surface Customer Success Qualified Leads (CSQLs) for Sales and Account Management by identifying upsell and cross-sell opportunities. 
• Support renewal readiness by documenting customer health and risks for the Renewals team. 
• Partner with your Manager on save plays for at-risk accounts. 

Customer Advocacy and Satisfaction 

• Deliver a high-quality customer experience that drives strong CSAT and NPS results across your assigned accounts. 
• Act as a trusted resource for customers by guiding them on best practices and connecting them to internal resources when needed. 
• Escalate blockers or recurring customer issues to your manager for resolution and visibility. 

Collaboration and Reporting 

• Collaborate closely with teammates in the Teamed Model, the Digital CS team, Renewals Specialists, and cross-functional partners in Support, Product, and Sales. 
• Maintain accurate and timely customer documentation in systems of record. 
• Demonstrate operational excellence by being meticulous with customer records, notes, and activity tracking within the Customer Success Platform (CSP). 
• Report on engagement activity, customer outcomes, and surfaced opportunities. 

What You Bring 

• 2+ years in Customer Success, Account Management, or another customer-facing role. 
• Experience managing multiple customer engagements in a fast-paced, high-volume environment. 
• Strong relationship-building and communication skills, both written and verbal. 
• Comfort with data-driven decision making and using tools such as Salesforce, Planhat, or Gainsight. 
• Collaborative team player with a proactive approach to solving customer problems. 

Measures of Success 

• Contribution to team attainment of Gross Revenue Retention (GRR) and Net Revenue Retention (NRR). 
• Timely resolution of assigned engagements and delivery of customer outcomes 
• Positive CSAT and NPS results from customers within your team’s portfolio. 
• Timely and accurate surfacing of CSQLs to Sales and Account Management. 

Salary: 80k - 100k base plus 20% bonus. 

Benefits Litmos offers a comprehensive benefits package that includes, but is not limited to:  

• Health, dental, and vision insurance  
• Paid Time Off 
• Retirement savings plan (401k) with company match  
• Life insurance  
• Short term & Long-term Disability   
• Paid family leave  
• Employee assistance programs (EAP)