Customer Success Manager

About the position

The Customer Success Manager is responsible for managing a high-volume portfolio of low-touch mid-market and SMB customers in the US. This role focuses on proactive engagement at scale, ensuring customers achieve their business goals while maximizing the value of their Connecteam investment. The ideal candidate has experience in digital-first customer success, leveraging automation, data analytics, and tech-touch strategies to drive adoption, retention, and expansion at scale. They should be comfortable handling a large portfolio, and balancing one-to-many outreach with personalized engagement where needed. This is a fully remote position.

Responsibilities

• Manage a large portfolio of mid-market and SMB customers, using automation, webinars, in-app messaging, and other digital strategies to drive adoption and retention.
• Guide customers through adoption and renewal phases using data-driven insights and segmentation-based engagement.
• Analyze customer health scores, usage data, and churn risk indicators to proactively intervene when needed.
• Identify upsell and cross-sell opportunities by leveraging customer data and strategic outreach in collaboration with the sales team.
• Support customers who require higher-touch interventions, escalating to the appropriate teams when necessary.
• Work with customers to create new use cases/success stories.

Requirements

• 2+ years of B2B SaaS experience in Customer Success, Scale CS, and Account Management – MUST
• Experience managing a high-volume portfolio (100+ accounts) using tech-touch & automation – MUST
• Proven ability to drive engagement and retention through digital programs, webinars, and self-service content.
• Strong analytical skills, with experience using data to segment customers and trigger proactive outreach.
• Excellent verbal and written communication skills, including experience with one-to-many communication strategies.
• A team player who enjoys getting and providing feedback, sharing ideas, and constantly improving together.
• Ability to work independently in a fast-paced, high-growth environment, balancing multiple initiatives at once.
• Experience collaborating with global teams across different time zones.
• A growth mindset with a passion for continuously improving customer experience at scale.

Nice-to-haves

• Background in HR Tech, Workforce Management, or related industries - An Advantage.

Benefits

• Medical coverage.
• Insurance plan.
• Paid time off for vacation, sick days.