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Customer Success Manager
Location
United States
Posted
4 days ago
Salary
0
Seniority
Mid Level
Job Description
Customer Success Manager
Sembi
• Own a portfolio of mid-market and growth accounts, ensuring customers successfully adopt and realise value from the product. • Develop and execute customer success plans tailored to account needs, maturity, and usage patterns. • Proactively engage customers to drive adoption, best practices, and continuous value realisation. • Independently manage customer relationships across user and business stakeholders. • Monitor customer health signals including usage, engagement, sentiment, and feedback. • Identify risks, gaps, and churn signals early and take proactive action to mitigate them. • Own first-line response to customer health risks and coordinate internally to ensure resolution. • Own renewal readiness signals for your portfolio by ensuring customers are achieving measurable value. • Partner with Renewal Managers by providing structured insights on account health, risks, and stakeholder context. • Ensure customers are aligned on value outcomes ahead of renewal cycles, without owning commercial negotiation or contract execution. • Act as the primary point of contact for your accounts, building strong, multi-threaded relationships across user and business stakeholders. • Run structured customer engagements (e.g. success reviews, QBR-lite sessions) to reinforce value, alignment, and adoption. • Maintain strong stakeholder mapping and engagement cadence across your portfolio. • Act as the voice of the customer, sharing structured feedback with Product, Renewals, Sales, and Support teams. • Collaborate with internal teams to remove blockers and improve the customer experience. • Support resolution of escalations through cross-functional coordination and ownership. • Use usage, engagement, and customer feedback data to drive proactive decision-making. • Identify patterns across your portfolio and propose improvements to processes, playbooks, or customer engagement strategies. • Maintain accurate and up-to-date records in CRM and CS systems.
Job Requirements
- 2–5 years’ experience in customer success, account management, or SaaS customer-facing roles.
- Proven ability to independently manage a portfolio of mid-market or growth accounts.
- Strong analytical skills with the ability to interpret usage and engagement data and translate insights into action.
- Excellent communication and relationship-building skills, with the ability to engage multiple stakeholders at different levels.
- Proactive, organised, and comfortable managing competing priorities across multiple accounts.
- Strong understanding of SaaS business models and customer lifecycle management.
- Comfortable working in a fast-paced, high-growth environment with evolving processes.
- Demonstrated ability to operate independently with accountability for customer outcomes.
- Nice to have: Experience with CRM and Customer Success tools (e.g. Salesforce, HubSpot, Gainsight).
- Nice to have: Experience working in segmented CS models (SMB / Mid-Market / Enterprise).
- Nice to have: Exposure to structured renewal or retention processes and collaboration with Renewals teams.
Benefits
- An Equal Opportunity Employer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
- By submitting your application, you acknowledge that Sembi, Inc. will process and retain your resume and related personal information solely for recruitment and hiring purposes.
- Resumes of unsuccessful candidates will be securely deleted within twelve (12) months of the hiring decision, unless a longer period is required by law or you provide explicit consent for continued retention (e.g., for consideration for future opportunities).
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