Customer Success Manager

Specright; Chicago (IL); Remote; USD 70,000 - 110,000; Full time

Job summary

An innovative firm is seeking a Customer Success Manager to drive customer satisfaction and optimize platform adoption. In this role, you will be the primary relationship manager, collaborating cross-functionally to ensure customer success and uncover growth opportunities. Your expertise in managing both technical and strategic discussions will be vital in fostering long-term relationships and reducing churn. With a strong focus on customer advocacy, you will lead proactive outreach and monitor customer health, ensuring that clients achieve maximum value from the platform. Join a team that values excellence and innovation in customer success!

Benefits

Equity Participation

Comprehensive Health Benefits

Dental Insurance

401k Plan

Flexible Work Environment

Qualifications

• 5+ years of SaaS customer-facing experience in Customer Success or Account Management.
• Deep understanding of product capabilities and business value alignment.

Responsibilities

• Act as the primary post-implementation contact, fostering relationships with key stakeholders.
• Lead renewal and expansion strategies, partnering with sales and professional services teams.

Skills

Customer Success Management

Relationship Building

Problem Solving

Salesforce Proficiency

Communication Skills

Technical Discussion Management

Education

BA/BS Degree

Tools

Salesforce

Job description

Remote, Reports to Director of Customer Success

Job Overview

Specright is seeking a Customer Success Manager (CSM) to foster long-term customer success, reduce churn, and identify expansion opportunities. As the primary relationship manager post-implementation, you will collaborate cross-functionally to ensure customer satisfaction, optimize platform adoption, and uncover growth potential. The ideal candidate is passionate about delivering excellent customer outcomes and adept at managing both technical and strategic discussions.

About Specright

Specright is the first purpose-built, patented platform for Specification Management, aiding companies in digitizing and managing their supply chain to reduce costs, enhance profitability, and promote sustainability. Our customers span industries like packaging, food and beverage, consumer packaged goods, pharmaceutical, retail, and industrials. Recognized for innovation, Specright has received numerous awards and accolades. For more information, visit: www.specright.com.

About The Role

Customer Advocacy & Relationship Management

• Act as the primary post-implementation contact, fostering champion relationships with key stakeholders and driving value from deployment to renewal.
• Engage with customer champions and primary users; facilitate engagement with sales representatives and leadership as needed.
• Serve as a trusted advisor, aligning platform usage with the customer's strategic objectives.
• Lead proactive outreach, cadence calls, and quarterly business reviews to monitor satisfaction and adoption.
• Conduct regular customer check-ins to ensure ongoing engagement.

Customer Adoption & Engagement

• Monitor login and usage metrics; manage Customer Health Scores to identify risks or gaps.
• Drive feature adoption to maximize customer value.
• Demonstrate platform features as needed to support account management and customer inquiries.
• Analyze metrics to identify opportunities for expansion or risk mitigation.

Cross-Functional Collaboration

• Guide issue resolution by routing to appropriate teams such as Customer Support, Sales, or Leadership.
• Collaborate closely with the Account Manager managing the customer relationship.
• Provide feedback to influence product development and roadmap planning.

Expansion & Retention

• Lead renewal and expansion strategies, partnering with sales and professional services teams.
• Identify and support upsell and cross-sell opportunities across departments or modules.
• Assist in contract renewal planning and customer lifecycle management.
• Implement data-driven strategies aligned with customer KPIs and goals.

About You

• 5+ years of SaaS customer-facing experience, preferably in Customer Success or Account Management.
• Deep understanding of product capabilities and business value alignment.
• Experience in manufacturing, consumer goods, packaging, or supply chain is preferred.
• Strong advocacy mindset and ability to navigate complex organizations.
• Excellent communication, relationship-building, and presentation skills.
• Problem-solving skills with the ability to handle technical and strategic discussions.
• Proficiency with Salesforce and other customer success tools.
• BA/BS degree required.

Typical Day

• Meet with key project stakeholders.
• Perform KYC activities.
• Manage multiple implementations concurrently.
• Lead consulting sessions on Specification Management best practices.
• Develop adoption and expansion strategies for your portfolio.
• Contribute feedback for product roadmap improvements.
• Collaborate across teams including sales, engineering, marketing, and product.
• Update Salesforce and other reporting tools regularly.
• Travel to customer sites as needed.

Compensation

• Competitive salary based on experience.
• Equity participation.
• Comprehensive benefits including health, dental, 401k, and more.