Customer Success Manager

WhatConverts; Charlotte (NC); Remote; USD 70,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Success Manager to enhance customer experiences in a fully remote environment. This role focuses on onboarding new clients, ensuring they derive maximum value from the platform, and managing ongoing relationships to drive growth. You'll collaborate with cross-functional teams to resolve issues and advocate for customer needs. With a commitment to innovation and integrity, this company offers a supportive culture where your contributions will directly impact client success and satisfaction. Join a team that values your expertise and passion for customer engagement.

Benefits

100% employer-paid medical, dental, and vision insurance

401k with 5% match

Generous PTO & Flexible Time Off

Paid Parental & Bereavement Leave

Annual Volunteer Day

Monthly stipend for home office needs

Access to counseling and legal services

Qualifications

• 2+ years in customer success or account management roles.
• Strong technical aptitude to learn complex products.

Responsibilities

• Guide customers through their journey with onboarding and support.
• Monitor account health and drive product adoption.

Skills

Customer Success Management

Onboarding

CRM Tools

Technical Aptitude

Communication Skills

Relationship Management

Organizational Skills

Education

Bachelor's Degree

Tools

Zoho

Salesforce

Job description

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Drive success. Build relationships. Make every customer feel like a VIP.

Customer Success Manager (B2B SaaS)

Location: Fully Remote (USA)

About WhatConverts

WhatConverts is a B2B SaaS company specializing in marketing attribution and lead tracking solutions. We empower businesses to make data-driven decisions by providing deep insights into their marketing campaigns and helping them understand what drives conversions. As a remote-first company, we foster a mission-focused and performance-driven culture, valuing integrity, initiative, and innovation.

Position Overview

The Customer Success Manager (CSM) helps guide customers through every stage of their journey with WhatConverts—from getting started and learning the basics, to making the most of the platform, renewing their plans, and growing their accounts. CSMs help customers get real value from the product, stay engaged, and stick around longer. They also look for ways customers can expand their use of WhatConverts and help drive growth for both the customer and the company.

In This Role You’ll Get To

• Onboarding & Implementation
• Lead Onboarding Meetings with trial customers, setting clear expectations and aligning on success criteria.
• Complete an in-depth Needs Analysis to ensure customer requirements are fully understood.
• Deliver strategic and technical onboarding sessions that map customer goals to platform capabilities.
• Educate new users on product features and ensure account setup is optimized for intended use cases.
• Collaborate with support and product teams to resolve any early technical issues or feature gaps.
• Health Monitoring & Value Realization
• Monitor account health through Health Review processes, including check-ins, forms, and usage reports.
• Proactively address risks, low engagement, or suboptimal usage through outreach and tailored enablement.
• Drive process and product adoption aligned with customer goals using the WhatConverts roadmap.
• Strategic Relationship Management
• Own and manage a defined Book of Business (BOB), maintaining deep knowledge of each client’s business and goals.
• Conduct quarterly check-in reviews, leveraging product usage insights to reinforce value and identify expansion potential.
• Serve as the primary point of contact post-onboarding for all product strategy, enablement, and success discussions.
• Act as customer advocate internally, contributing feedback to product and engineering teams.
  
  

• Retention & Growth
• Track and manage opportunities for renewal and expansion through CRM workflows.
• Contribute to revenue retention goals by executing outreach and expansion playbooks.
• Prevent churn by identifying risk factors early and aligning internal resources to address them.
• Internal Reporting & KPIs
• Maintain accurate CRM records tied to activity, meetings, and customer health.
• Participate in weekly and quarterly KPI reviews, using insights to inform strategic changes to outreach and account management.
• Collaborate with leadership on cross-functional initiatives that improve lifecycle processes.
  

Other duties as assigned; job duties may expand based upon aptitude and ability

What We’re Looking For

• 2+ years in a customer success, onboarding, or account management role within SaaS or tech environment.
• Strong technical aptitude and ability to learn and explain complex products.
• Experience using CRM tools (e.g., Zoho, Salesforce) and managing customer lifecycles.
• Excellent communication, facilitation, and relationship management skills.
• Highly organized, proactive, and comfortable managing a dynamic book of accounts.
• Passion for helping clients succeed and a bias toward action.
  
  

Company Benefits/Perks

• Remote-First: Empowered to work agilely in a fully remote environment with no risk of office return.
• Immediate Impact: From day one, take ownership of projects and make a direct impact.
• Health & Wellness: 100% employer-paid premium medical, dental, vision, and life insurance.
• 401k with 5% Match: Secure your future with immediate vesting.
• Employee Support: Access counseling, legal, and debt management services through our EAP.
• Generous PTO & Flexible Time Off: Accrue PTO with additional days for tenure, plus up to 4 hours of flex time per week for personal matters.
• Parental & Bereavement Leave: Paid leave for life’s important moments.
• Volunteer Day: Give back with an annual volunteer day.
• Diversity & Inclusion: Join a positive, supportive, and inclusive workplace.
• Remote Work Perks: $100 monthly stipend to ensure your home office needs are met and company-provided devices.
  
  

Before You Apply You Should

• Learn about our team
• Read about what makes us different or watch a product overview
• Read our reviews on G2
  
  

If you're passionate about working in a dynamic, fast growing company with smart colleagues and opportunities for development, come grow with WhatConverts.

WhatConverts is an equal opportunity employer. We recruit, hire, pay, and promote without regard to gender, race, sexual orientation, age, religion, veteran status, physical/mental abilities, or any other identities protected by law.

PI269878052

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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