momoGood

Role Description The Customer Success Manager owns the post-sale relationship for a portfolio of customers, driving product adoption, satisfaction, and retention across the full customer lifecycle. You’ll guide customers from onboarding through renewal, helping them understand and experience the full value of the platform, expanding their usage of features, and identifying opportunities to grow the account. You’ll serve as the primary point of contact for your accounts and act as the voice of the customer inside the business. This is a relationship-driven, hands-on role. You’ll manage your own book of customers directly, partnering closely with sales, support, and product to deliver an exceptional customer experience from go-live through every renewal. What You’ll Do - Onboarding & Adoption - Continue customer onboarding after go-live, giving customers a comprehensive introduction to the platform, its core features, and the support resources available to them. - Drive product adoption by helping customers expand their usage of features and get the most out of the platform. - Deliver structured check-ins across the customer lifecycle including onboarding, mid-cycle reviews, and renewal conversations. - Continuously educate customers on new features and product releases so they continue value realization over the long term. - Retention & Growth - Own retention for your portfolio of accounts, ensuring customers are satisfied and renew into new terms. - Identify opportunities to grow accounts by promoting relevant additional products, services and upgrades. - Build and maintain strong, trusted relationships with customers to increase loyalty and long-term retention. - Meet or exceed targets for renewals, feature adoption, and account growth. - Customer Experience & Support - Serve as the primary point of contact for your accounts, addressing issues and questions in a timely, effective manner. - Provide practical problem-solving across phone, email, and other channels. - Advocate for customers by gathering their feedback and sharing it with Product and other teams to improve the platform and processes. - Work collaboratively across sales, support, and product to deliver an exceptional, consistent customer experience. - Systems & Process - Use the CRM and internal tools to manage renewals, process upgrades, and track customer touchpoints accurately. - Maintain accurate account records and documentation to support smooth handovers and reliable reporting. Qualifications - 4+ years of experience in a customer success, account management, customer service, or sales support role. - A customer-focused, entrepreneurial mindset with a proven ability to improve customer outcomes and build lasting relationships. - Outstanding written and verbal communication skills, with the ability to resolve customer issues by phone and email. - Strong troubleshooting and problem-solving skills, with the ability to research and resolve practical issues. - Detail-oriented and highly organized, able to manage high-volume activity across multiple accounts and priorities. - Self-directed and proactive, comfortable working independently in a fully remote environment. - Well-developed customer service soft skills, including empathy, active listening, and relationship building. - Comfort with CRM and web-based tools, and a working knowledge of modern software platforms. - Bachelor’s degree or equivalent experience. Success in This Role Looks Like You may thrive here if... - You love building relationships and owning customer outcomes end-to-end. - You’re proactive and self-directed, and you thrive in a remote, fast-moving environment. - You get energy from helping customers succeed and turning that into retention and growth. - You’re genuinely comfortable with ambiguity and change — not just willing to tolerate it. This may not be a fit if... - You prefer transactional, ticket-by-ticket work over owning long-term customer relationships. - You prefer processes to stay fixed rather than adapting and improving them as the company scales. Disclaimer This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice as business needs evolve. momoGood is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ancestry, gender, sexual orientation, gender identity, genetic information, political beliefs, marital and family status, disability, veteran status, or any other legally protected basis.