Asst Dir-Customer Success Manager

United StatesRemoteFull-timemid

Customer Success ManagerCustomer

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Quick Summary

Requirements Summary

3–5+ years of professional experience in customer success, account management, pre-sales, customer support, or a related client-facing role.

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Customer Success ManagerCustomer

This role focuses on building lasting customer relationships and driving value throughout the full customer lifecycle. You’ll serve as a trusted advisor, helping clients maximize adoption, satisfaction, retention, and long-term business outcomes. The position combines strategic account planning, customer engagement, product education, usage analysis, and cross-functional collaboration. You’ll work closely with Account Managers and internal teams to identify opportunities, address risks, and strengthen customer relationships. The role also provides an opportunity to contribute customer insights to broader business improvements and initiatives. As part of a collaborative Customer Engagement team, you’ll help bring the customer voice into business strategy while supporting scalable, value-based engagement.

Own customer success throughout the customer lifecycle, with responsibility for adoption, account health, satisfaction, and retention across an assigned portfolio.
Act as a trusted advisor by sharing industry best practices, training opportunities, webinars, user events, product releases, and other relevant resources.
Organize and lead customer engagements, including onboarding, kickoff meetings, status calls, and strategic business sessions.
Contribute to strategic account planning by developing plans to retain and grow customer relationships year over year.
Partner with Account Managers to execute customer success strategies and ensure alignment around agreed success criteria.
Monitor and analyze customer product usage and present utilization insights with recommendations to help clients optimize outcomes.
Identify, track, and proactively address opportunities and risks across the assigned customer base.
Maintain strong product knowledge to support customer training, product adoption, and overall client satisfaction.
Collaborate with colleagues to create and maintain training resources for end users.
Build cross-functional partnerships and contribute the customer perspective to internal initiatives focused on improving efficiency and effectiveness.
Coordinate customer-facing initiatives with marketing, product development, and other teams, including customer testimonials and beta-testing opportunities.
Travel as needed, up to 25% of the time.

Requirements

~1 min read

3–5+ years of professional experience in customer success, account management, pre-sales, customer support, or a related client-facing role.
Bachelor’s degree or equivalent undergraduate qualification required, preferably in business, economics, finance, marketing, or a related field.
Strong verbal, written, and presentation skills, with the ability to communicate effectively with a range of stakeholders.
Ability to work independently and collaboratively while maintaining a high level of organization and attention to detail.
Demonstrated ability to present both high-level business information and detailed product or service demonstrations.
Solid understanding of complex business concepts and processes; experience with regulatory compliance, supplier risk, or credit risk use cases is preferred.
Basic understanding of artificial intelligence concepts and genuine curiosity about using AI tools such as Copilot and ChatGPT to improve processes and efficiency.
Interest in agentic AI systems and willingness to develop knowledge of responsible AI practices, including risk management and ethical use.
Strong customer-centric mindset with the ability to build trusted relationships, understand client needs, and translate insights into actionable recommendations.
Ability to analyze customer behavior and product usage to identify risks, opportunities, and areas for improvement.
Strong collaboration skills and ability to work effectively across account management, marketing, product, and other internal teams.