Customer Success Manager (Remote - US only)

Must be eligible to work in the US and reside in a state other than Alaska, Delaware, Hawaii, Louisiana, Maine, New Mexico, North Dakota, Oklahoma, Rhode Island, Vermont, Washington, West Virginia, or Wyoming. No visa sponsorship (scholastic or employment visas not accommodated). This is a customer-facing role at a mission-driven software company that provides platforms for nonprofits, government agencies and other organizations to run grant, application and program workflows. You will be the main point of contact for a portfolio of existing clients, turning their program goals into clear success plans. The role works closely with sales, technical support and other internal teams to keep clients successful and find growth opportunities.

Responsibilities

• Act as a trusted advisor to assigned clients, linking the platform's value to each client's goals.
• Serve as the primary contact for your accounts and bring in sales or technical support colleagues when needed.
• Create tailored success plans with clear goals and milestones, and identify barriers to program growth.
• Schedule and run regular business reviews to track progress and surface new opportunities.
• Work with account executives to identify expansion options such as new features, services or program instances.
• Keep accurate, up-to-date client records in the CRM and share client feedback to inform product and process improvements.

Requirements

• At least 3 years of experience in B2B SaaS sales, customer success or account management.
• Track record of spotting upsell and expansion opportunities within existing accounts.
• Strong written and verbal communication skills with stakeholders at all levels.
• Ability to manage multiple accounts and deadlines in a fast-paced team setting.
• Comfortable learning new software and explaining its functionality clearly to non-technical clients.
• Experience with a CRM; Salesforce experience is preferred. Experience supporting clients through complex procurement (government or university) is a plus.

Applicants must be based in: United States.