Customer Success Manager

Orvera; Lewes (DE); Hybrid; USD 95,000 - 125,000; Full time

Benefits offered by this job

Performance bonus

Equity

Full benefits

Job summary

Orvera is seeking a Customer Success Manager to own post-implementation outcomes for a B2B SaaS platform from Lewes, DE. The role focuses on driving adoption, measurable value, and long-term retention across assigned accounts.

You will partner with Product, Support, Account Management, and Sales to ensure customers achieve business objectives and renewals.

Qualifications

• 4–7+ years in Customer Success or account-focused roles within B2B SaaS.
• Experience managing customer relationships post-implementation.
• Strong communication of complex concepts to customers.
• Excellent organizational, analytical, and problem-solving skills.

Responsibilities

• Own the customer relationship post-onboarding and through renewal cycles.
• Drive product adoption and usage aligned to customer goals.
• Monitor account health, usage trends, and risk indicators; mitigate churn risk.
• Collaborate with Product, Support, and Sales to resolve issues and capture feedback.
• Maintain accurate customer data, engagement notes, and health metrics in CRM.

Skills

Customer Success

Account management

Communication

Analytical skills

Organizational skills

CRM systems

Tools

CRM systems

Job description

## Role overviewWe are seeking experienced **Customer Success Managers** to own post-implementation customer outcomes for our B2B SaaS platform. This role is responsible for driving adoption, value realization, and long-term customer retention across assigned accounts.You will act as a trusted partner to customers, working cross-functionally with Product, Account Management, Support, and Sales to ensure customers achieve their business objectives.## Key responsibilities### Customer Adoption & Value Realization* Own the customer relationship post-onboarding and through renewal cycles* Drive product adoption and usage aligned to customer business goals* Ensure customers realize measurable value from the platform### Account Health & Retention* Monitor account health, usage trends, and risk indicators* Proactively identify and mitigate churn risks* Support renewal processes in partnership with Account Managers### Engagement & Strategic Guidance* Conduct regular customer check-ins and business reviews* Guide customers on best practices and product capabilities* Serve as a trusted advisor to operational and business stakeholders### Cross-Functional Collaboration* Partner with Product and Support to resolve customer issues and escalate feedback* Collaborate with Account Management on expansion and renewal strategies* Provide structured customer insights to inform roadmap and service improvements### Process & Reporting* Maintain accurate customer data, engagement notes, and health metrics in CRM systems* Track key success metrics including adoption, retention, and customer satisfaction### Qualifications* 4–7+ years of experience in **Customer Success or Account-focused roles** within **B2B SaaS*** Proven experience managing customer relationships post-implementation* Strong ability to communicate complex concepts clearly to customers* Excellent organizational, analytical, and problem-solving skills* Ability to manage multiple accounts and priorities effectively### Preferred Experience* Experience supporting enterprise or mid-market customers* Familiarity with SaaS subscription models and renewal cycles* Experience working with cross-functional teams in structured environments* Exposure to technical or workflow-heavy products is a plus### What We Offer* Opportunity to manage strategic customer relationships* High-impact role focused on long-term customer value and retention* Competitive compensation and comprehensive benefits* Collaborative team environment in **Lewes, DE**### CompensationBase Salary Range:: $95,000 – $125,000Additional:: Performance bonus, equity, and full benefits## At a glanceLocation: Lewes, DEEmployment type: Full-timeLocation type: On-siteDepartment: Sales & Customer SuccessApply for this role## Apply for Customer Success ManagerFields marked with \* are required. Your application goes straight to the hiring team.