Customer Service Manager

Spur; Northern (KY); Hybrid; USD 70,000 - 110,000; Full time

Job summary

Spur is seeking a proactive Customer Success Manager to join our growing CSM team at Spur, a fast-paced SaaS cybersecurity company. You will be the primary post-sale contact, managing the entire customer lifecycle from onboarding to renewal and expansion, in a fully remote role.

You’ll collaborate with Sales, Product, and Support to drive long-term customer satisfaction, engagement, and retention, while spotting upsell opportunities and acting as the voice of the customer to inform product

Qualifications

• 3–5+ years in a Customer Success or Account Management role in a B2B SaaS environment.
• Experience with renewals, upsells, and expansions.
• Strong communication and collaboration with Sales, Product, Support.

Responsibilities

• Manage customer lifecycle from onboarding through renewal.
• Own renewals and drive ongoing value delivery.
• Identify upsell and cross-sell opportunities.
• Build relationships with key stakeholders.
• Guide onboarding and enablement for new customers.
• Drive product adoption and value realization.
• Monitor health metrics and mitigate churn risk.
• Collaborate with Product and Engineering on feedback.

Skills

CRM systems

Renewals management

Upsell

Onboarding

Value realization

Customer education

Communication skills

Data-driven

Stakeholder management

Cybersecurity knowledge

Tools

CRM platforms

MS Office

Job description

We’re looking for a proactive, customer-centric Customer Success Manager (CSM) to join our growing CSM team at Spur, a fast-paced SaaS cybersecurity company. In this role, you'll be the primary point of contact for customers post-sale, ensuring they achieve their goals using our platform. You will manage the entire customer lifecycle — from onboarding and adoption, through renewal and expansion. This a full-time, remote role.

You’ll work closely with Sales, Product, and Support to drive long-term customer satisfaction, engagement, and retention, while identifying opportunities for upsells and cross-sells that add value to both the customer and the company.

Key Responsibilities

• Customer Relationship Management: Build strong, trusted relationships with key stakeholders at customer organizations. Serve as the main point of contact for strategic customers.
• Onboarding & Enablement: Guide new customers through implementation and onboarding to ensure a smooth transition and fast time-to-value.
• Adoption & Value Realization: Drive product adoption and usage by aligning the Spur solution with the customer’s cybersecurity goals and needs.
• Renewals Management: Own and manage the renewal process for your portfolio of accounts, ensuring high renewal rates through ongoing value delivery.
• Expansion & Upsells: Identify opportunities for growth within accounts, including upsell and cross-sell opportunities.
• Customer Advocacy: Act as the voice of the customer internally, collaborating with Product and Engineering teams to prioritize feature requests and resolve pain points.
• Health Monitoring & Reporting: Monitor customer health and engagement metrics. Proactively manage risk and address churn indicators before they become issues.
• Customer Education: Assist in the delivery of training and best practices to help customers fully leverage the platform. Support webinars, QBRs, and success planning.

Key Qualifications

• 3–5+ years in a Customer Success, Account Management, or similar role within a B2B SaaS environment (cybersecurity experience preferred).
• Proven track record managing customer relationships, renewals, and upsell/expansion opportunities.
• Deep understanding of the SaaS customer lifecycle, with experience driving product adoption and customer outcomes.
• Excellent communication, presentation, and interpersonal skills.
• Ability to manage multiple accounts and priorities in a fast-paced environment.
• Data-driven mindset with experience using CRM and customer success platforms.
• Knowledge of cybersecurity technologies.
• Strong problem-solving skills and a proactive approach to customer challenges.
• A fast-moving, collaborative, and supportive team environment.

Core Competencies

• Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Access)