Customer Success Lead - Adoption, Value & Renewal (Remote)

CohesionIB, Inc.; Chicago (IL); Hybrid; USD 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Health insurance

401(k) match

Unlimited PTO

Remote work flexibility

Hybrid Chicago office

Zusammenfassung

Cohesion is seeking a Customer Success Manager to own post-implementation outcomes, drive adoption, and ensure renewal readiness. You will collaborate with Support, Product, Engineering, and Delivery to surface risks and demonstrate measurable business value for customers.

The role emphasizes flexibility, autonomy, and ownership in a fast-paced startup environment, with Chicago-based hybrid work and a focus on connecting product usage to real-world building operations.

Qualifikationen

• 4+ years in customer success, account management, or related client-facing SaaS roles.
• Proven ability to drive adoption and measurable value outcomes across a portfolio.
• Strong customer communication and stakeholder management with senior leaders.
• Experience translating customer goals into success plans with KPIs and executive reviews.
• Ability to coordinate cross-functional teams and manage escalations calmly.
• High attention to detail and operational rigor in a fast-paced environment.
• Experience with CRM, CS, and support tools like Gainsight, Zendesk, Salesforce, or Monday.com.

Aufgaben

• Own customer relationships after implementation handoff and maintain stakeholder maps.
• Define and run Customer Success Plans with outcomes, KPIs, adoption milestones, and reviews.
• Drive user enablement through training, docs, and best practices; monitor adoption risks.
• Coordinate escalations and SLA updates with Support; advocate customer needs internally.
• Collect customer feedback and translate into actionable inputs for Product and Engineering.
• Monitor account health signals and renewals readiness; plan proactive outreach.
• Facilitate QBRs/EBRs and align stakeholders on roadmap and outcomes.
• Identify expansion opportunities and route them to Sales/AM for pricing and contracting.

Kenntnisse

Customer success

Account management

Stakeholder management

Cross-functional teamwork

Executive communication

Problem solving

CRM tools

Prioritization

Tools

Gainsight

Catalyst

Zendesk

Salesforce

Monday.com

Jobbeschreibung

Cohesion is seeking a Customer Success Manager to own post-implementation outcomes, drive adoption, and ensure renewal readiness. You will collaborate with Support, Product, Engineering, and Delivery to surface risks and demonstrate measurable business value for customers.

The role emphasizes flexibility, autonomy, and ownership in a fast-paced startup environment, with Chicago-based hybrid work and a focus on connecting product usage to real-world building operations.