Customer Success Manager

Jobtailor; Colorado; On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor in Colorado seeks an experienced Customer Success Manager to lead onboarding and ongoing support for our most strategic customers. You will tailor interactions based on client needs and project scope, translating complex processes into clear expectations while building a proactive success plan for every account.

With 8+ years in customer success or related roles and a preferred Bachelor's degree, you will drive product adoption, analyze usage trends, and champion continuous

Qualifications

• Typically requires a minimum of 8 years of related experience.
• Bachelor's degree preferred.

Responsibilities

• Onboard and support customers, including complex accounts.
• Tailor onboarding approach based on customer needs and project scope.
• Translate internal processes to set clear customer expectations.
• Develop, maintain and track a Customer Success Plan for all Customers.
• Drive product and process adoption by analyzing global usage and trends.
• Identify feedback trends across customers and drive improvements.
• Provide expert, empathetic support for escalations.

Skills

Customer onboarding

Effective communication

Judgment

Empathetic support

Process improvement

Project management

Customer success planning

Trend analysis

Feedback identification

Product adoption

Education

Bachelor's degree

Job description

Key Responsibilities

• Manages customer onboarding and support for more complex customers.
• Uses judgment to determine the best method of interacting with customers during onboarding based on customers needs and project scope.
• Communicates effectively, able to translate internal processes to set customer expectations within an advanced scope.
• Develop, maintain and track progress of a Customer Success Plan for all Customers.
• Drives product and process adoption by understanding global customer usage and trends for all customers.
• Proactively identifies feedback trends across customers and drives process improvements.
• Acts as an expert for customers in providing honest and empathetic support, for CSM managed escalations.

Requirements

• Typically requires a minimum of 8 years of related experience.
• Bachelor's degree preferred.

Soft Skills

• customer onboarding
• effective communication
• judgment
• empathetic support
• process improvement
• project management
• customer success planning
• trend analysis
• feedback identification
• product adoption