Customer Success Manager

Job Title: Customer Success Manager

Location: Remote

Job Type: Full-Time
Reports to: Sales and Service Director

About the Role

We are looking for a motivated and strategic Customer Success Manager to join our team. In this role, you will serve as the primary point of contact for our clients, ensuring they are satisfied, engaged, and receiving value from our products or services. You will be responsible for fostering long-term relationships, driving product adoption, and helping customers achieve their business goals.

Key Responsibilities

• Serve as a trusted advisor to a portfolio of customers, ensuring successful onboarding, implementation, and continued usage of our product or service.

• Understand customer goals and challenges, and proactively drive solutions to increase satisfaction, retention, and growth.

• Monitor customer health and usage metrics to identify opportunities for engagement or intervention.

• Conduct regular check-ins, business reviews, and feedback sessions with clients.

• Collaborate cross-functionally with Sales, Product, Support, and Operations to advocate for customer needs and improve the overall experience.

• Drive renewals and expansion opportunities in coordination with the Sales team.

• Create and maintain customer documentation, training materials, and success plans.

• Manage and resolve customer issues with urgency and professionalism.

Qualifications

• Bachelor's degree in Business, Communications, Marketing, or a related field (or equivalent experience).

• [2-5]+ years of experience in Customer Success, Account Management, or a similar client-facing role.

• Strong communication, problem-solving, and relationship-building skills.

• Proven ability to manage multiple customer accounts with a proactive, consultative approach.

• Experience with CRM and customer success tools (LN).

• Passion for customer advocacy and driving value.

Preferred Qualifications

• Experience in Ground Support Equipment

• Familiarity with customer journey mapping and success planning.

• Ability to analyze data and provide actionable insights.

• Project management skills and comfort with fast-paced environments.