You are viewing a preview of this job. Log in or register to view more details about this job.

Customer Success Manager

SoftwareONE
Email

 

Job Summary

 

As a Customer Success Manager (CSM), you sit at the center of the action. You will own the full customer journey end-to-end, from the first quote to renewal and everything in between. You will be the fact of the business to our customers, and you will set the tone for how we show up: consultative, responsive, and always thinking one step ahead.

You’ll spend real time with customers, partner closely with Sales, and help uncover growth opportunities along the way—whether that’s an upsell, co‑sell, or a new way to solve a customer’s problem. If you thrive at the intersection of customer experience, revenue growth, and team leadership—and want to build something impactful—this role was made for you.

Note: This role requires you to be on-site 3 days per week.

 

Role & Responsibilities

  • Own the end‑to‑end customer journey from quote to cash, ensuring a seamless, high‑impact customer experience.
  • Develop strong relationships with field sales teams and act as a trusted partner to customers.
  • Spend meaningful time engaging directly with customers, including onboarding, reviews, renewals, and escalations.
  • Acts as the single point of contact for account managers and customers, supporting their day-by-day delivery and overseeing customer experience
  • Coordinate with the relevant Licensing Specialists to provide license knowledge and support during the sales process.
  • Proactively identify upsell, cross‑sell, renewal, and expansion opportunities through customer engagement.
  • Consistently execute across quoting, ordering, billing, renewals, and collections.
  • Use data and insights to track customer health, retention, and revenue growth, driving continuous improvement.
  • Responsible for brand new publisher and deal registration inclusive of local programme management and setup.
  • Enable customers to self-serve where applicable.
  • Focus on resolution times and output instead of tasks performed for the customer.
  • Supports QBR meetings from an operational perspective.

 

5% for potential occasional travel to visit customers or internal meetings.

 

What you offer

  • Bachelor’s degree preferred, equivalent experience acceptable
  • 1-2+ years in a Customer Success, Sales Operations, Inside Sales or similar role; preference will be given to candidates with a background in operational licensing or services
  • Understanding the processes of quote and order management, onboarding a client and after sales. 
  • Experienced in Working in a Matrix Organization
  • Experience working with customers; building and maintaining relationships
  • Good presentation, communication, organization, multitasking, project and time management skills.
  • Problem solving, critical thinking and consultative skills required.
  • Ability to research multiple sources to find data

 

The preceding job profile has been designed to indicate the general nature and level of work performed by associates within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required. Additional duties may be assigned and may be subject to change at any time due to reasonable accommodation or other reasons.

 

Success Criteria

  • 100% resolution to renewal
  • Meeting and exceeding multivendor growth targets
  • Attaining high CSAT scores

 

Organizational Alignment

  • This role reports to the Customer Success Management Leader
  • Partner closely with Sales, Presales, Channel, Solution Sales, and Services to support deal execution and co‑sell motions.

 

What we offer 

  • Generous pay with bonus structure (quarterly or bi-annual depending on the role)
  • Independent environment without a lot of red tape where you are empowered to make decisions
  • Substantial benefits package that includes:
    • Full suite of medical coverage with A+ carriers, Dental, and Vision with strong employer contributions plus additional voluntary coverage available for Pets, Identity Theft Protection, Accident & Critical Illness
    • 401k program with employer matching 50% up to the first 10% of employee’s contributions
    • Wellness plan that includes credits to premiums and employer contributions towards the savings plan of your choice
    • Access to EAP and concierge services plus pre-paid legal at no cost
    • Abundant time off that includes paid holidays, floating holidays, your birthday off, a volunteer day, and discretionary time off (DTO)
    • Employee stock purchase plan
    • Learning and development opportunities galore, tuition reimbursement, and much more!
    • Specific to Nashville and Milwaukee-based office employees: company-paid parking

 

  • Winning culture, inclusive environment, and friendly people all over the world
  • A remote-friendly organization, with colleagues working remotely either part or full-time

 

Target compensation for this role will be $60k - $90K USD(mix of base salary and bonus). Actual offers may be higher or lower than this range and will be determined based on a variety of factors, including (but not limited to) candidates’ qualifications, experience, education, and work location.

 

We are not able to consider candidates residing in the state of Hawaii currently.