Customer Success Manager

United States Digital Space LLC; Boston; Hybrid; PHP 4,985,000 - 9,846,000; Full time

Job summary

United States Digital Space LLC in Boston is seeking a Customer Success Manager to be the trusted advisor for a portfolio of accounts, driving retention and value realization in a deeply technical product.

You will collaborate with Sales, Product, and Support, leverage AI-driven processes, and guide customers to achieve business goals with deployment health and strategic reviews. This hybrid role requires 5–7+ years in technical customer-facing roles and a Bachelor’s in CS or STEM.

Qualifications

• 5–7+ years in a technical customer-facing role for a deeply technical product.
• 3+ years accountable for customer health and revenue realization for a defined book of business for Enterprise/High Tech customers.
• Excellent verbal and written communication with the ability to influence technical and business outcomes.
• Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience.

Responsibilities

• Proactively identify risks and guide customers to optimal deployment health and value.
• Conduct business reviews and translate insights into value-based outcomes.
• Own account plans to drive maturity, retention, and revenue realization across a portfolio.
• Track progress against business outcomes and forecast revenue retention for leadership.

Skills

Customer-facing experience

Revenue accountability

Strong communication

CS/STEM degree

Education

Bachelor's degree in CS or STEM

Job description

Our Customer Success team is the linchpin of the post-sales customer relationship. By combining deep business and technical savvy, Customer Success keeps the company at the center of our customers’ technology strategy, and ensures every customer can realize the full potential of their investment.

We are looking to speak to candidates who are based in Boston for our hybrid working model.

The Role

As a Customer Success Manager, you are the trusted advisor helping customers navigate their journey on the company. You’ll be responsible for maximizing customer lifetime value and success for a portfolio of accounts, acting as a strategic connector between your customers and the right resources at the right time to achieve their unique business goals. You’ll drive customer retention, revenue realization, and advocacy. You’ll build deep relationships, understand customer needs inside and out, and seamlessly navigate account team and internal resources to deliver real, measurable impact where your customers need it most.

We’re looking to speak with candidates based in Boston for our hybrid working model.

Key Responsibilities

Customer Advisory

• Proactively identify risks and ensure deployment health by advising on best practices and operational strategies. Deliver optimal solutions to critical customer challenges, accelerating time-to-value and guiding customers to achieve their business goals through their the company deployments

• Conduct comprehensive customer business reviews, analyzing technical health and operational performance while translating insights into value-based outcomes. Partner with technical and business leaders to align on objectives and champion mutual success plans that foster growth and retention

Account & Portfolio Management

• Own elements of the account plan that drive customer maturity and lifetime value, retention, and revenue realization. Proactively manage a portfolio of customers across various stages of the journey, creating and executing strategies to maximize value realization, advocacy, and long-term success

• Track and report progress against key business outcomes, forecast revenue retention and realization to senior leadership for business predictability, and identify new opportunities to expand customer impact, collaborating with presales teams to support growth

• Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis. Leverage AI-driven tools to streamline daily workflows, improve productivity, and optimize customer success outcomes

Internal Collaboration & Customer Advocacy

• Amplify the voice of the customer within the company, leveraging customer insights to inform the company’s product roadmap and coordinate across Sales, Product, Services, Support, and Training teams to drive customer health, satisfaction, and value realization

• Connect customers with the right internal resources, including Marketing programs and Executive Sponsor engagement, while contributing learnings from customer interactions to strengthen team success and maximize customer value

What You Will Bring

• Relevant Experience: 5 to 7+ years in a technical customer-facing role (e.g., Technical Customer Success, Solutions Architecture/Engineering, Professional Services/Implementation, Technical Account Management) for a deeply technical, ideally consumption-based, product

• Accountability: 3+ years experience being accountable for customer health and revenue realization for a defined book of business for Enterprise/High Tech customers

• Communication: Excellent verbal and written skills with the ability to influence technical and business outcomes

• Education: Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience

About the company

the company is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. the company’s unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, the company Atlas, is the only globally distributed, multi-cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 67,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on the company for their most important applications, we’re powering the next era of software.

Our compass at the company is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us the company.

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at the company, and help us make an impact on the world!

the company is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

the company, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

the company’s base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of the company’s total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates.

the company’s base salary range for this role in the U.S. is:

$81,000—$160,000 USD