Customer Success Manager

Jobtailor; Columbus (OH); On-site; USD 60,000 - 90,000; Full time

Job summary

Hometown is seeking a Customer Success Manager in Columbus, OH to own a portfolio of customer accounts, develop trusted relationships with athletic directors and administrators, and lead onboarding and ongoing engagement throughout the lifecycle. You will drive product adoption, monitor health, and ensure renewals in collaboration with Sales, while maintaining Salesforce records.

With 1-2+ years in SaaS/EdTech or related fields, you will manage multiple priorities in a fast-paced environment and

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 1-2+ years of experience in Customer Success, Account Management, SaaS, EdTech, or a related field.
• Strong relationship management and consultative communication skills
• Experience managing renewals, customer adoption, and executive business reviews
• Experience with an upsell and cross-sell motions: discovery to demo to close
• Experience using Salesforce or similar CRM platforms
• Ability to manage multiple priorities while working independently in a fast-paced environment.

Responsibilities

• Own a portfolio of customer accounts and serve as the primary strategic relationship manager.
• Develop trusted relationships with athletic directors, administrators, and key stakeholders.
• Lead onboarding transitions and ongoing customer engagement throughout the customer lifecycle.
• Conduct seasonal planning meetings, business reviews, and end-of-year reviews with customers.
• Drive product adoption and promote best practices across Hometown solutions.
• Monitor customer health, identify risks early, and execute retention strategies.
• Own renewal conversations and partner with Sales on expansion and cross-sell opportunities.
• Maintain accurate customer records, success plans, and activity in Salesforce.
• Analyze customer data to identify trends, risks, and opportunities.
• Partner with Product, Support, Professional Services, and Sales to resolve customer needs.
• Represent Hometown at customer events, conferences, and on-site meetings as needed.
• Consistently deliver an exceptional customer experience aligned with Hometown's HERO values

Skills

Relationship management

Consultative communication

Renewals management

Sales partnership

SaaS experience

Data analysis

Multi-tasking

Education

Bachelor's degree

Tools

Salesforce

Job description

• Own a portfolio of customer accounts and serve as the primary strategic relationship manager
• Develop trusted relationships with athletic directors, administrators, and key stakeholders
• Lead onboarding transitions and ongoing customer engagement throughout the customer lifecycle
• Conduct seasonal planning meetings, business reviews, and end-of-year reviews with customers
• Drive product adoption and promote best practices across Hometown solutions.
• Monitor customer health, identify risks early, and execute retention strategies
• Own renewal conversations and partner with Sales on expansion and cross-sell opportunities
• Maintain accurate customer records, success plans, and activity in Salesforce
• Analyze customer data to identify trends, risks, and opportunities
• Partner with Product, Support, Professional Services, and Sales to resolve customer needs
• Represent Hometown at customer events, conferences, and on-site meetings as needed
• Consistently deliver an exceptional customer experience aligned with Hometown's HERO values

Requirements

• Bachelor's degree or equivalent combination of education and experience
• 1-2+ years of experience in Customer Success, Account Management, SaaS, EdTech, or a related field.
• Strong relationship management and consultative communication skills
• Experience managing renewals, customer adoption, and executive business reviews
• Experience with an upsell and cross-sell motions: discovery to demo to close
• Experience using Salesforce or similar CRM platforms
• Ability to manage multiple priorities while working independently in a fast-paced environment.

Core Competencies

Demonstrates expertise in Customer Success and Account Management, with a strong focus on relationship building, customer engagement, and data analysis to drive product adoption and retention strategies. Proficient in managing renewals and executing upsell and cross-sell opportunities while maintaining accurate records in Salesforce.