Customer Success Manager

Connecteam; New York (NY); Remote; USD 90,000 - 100,000; Full time

Job summary

An innovative firm is seeking a Customer Success Manager to enhance the experience of mid-market and SMB clients. This fully remote role emphasizes proactive engagement, leveraging automation and data analytics to maximize customer satisfaction. You will manage a substantial portfolio, ensuring clients achieve their goals while identifying upsell opportunities. Join a dynamic team that values growth, collaboration, and a fun work environment. If you are passionate about improving customer experiences and thrive in a fast-paced setting, this is the perfect opportunity for you!

Benefits

Medical coverage

Insurance plan

Paid time off for vacation and sick days

Qualifications

• 2+ years of experience in B2B SaaS Customer Success and Account Management.
• Strong analytical skills with a focus on data-driven customer engagement.

Responsibilities

• Manage a large portfolio of mid-market and SMB customers to drive adoption.
• Analyze customer health scores and usage data to intervene proactively.

Skills

B2B SaaS experience

Customer Success

Account Management

Analytical Skills

Communication Skills

Growth Mindset

Education

Bachelor's Degree

Tools

Data Analytics Tools

Automation Tools

Job description

Customer Success | New York, United States

Who Connecteam is:

Connecteam is a TLV-based startup that’s on a mission to change the work experience for 80% of the world’s global workforce - the deskless employees.

Our business management platform helps thousands of businesses thrive by taking away the daily hustle and complexities of managing teams, so they can have the peace of mind to grow and run their business.

About the role:

The Customer Success Manager is responsible for managing a high-volume portfolio of low-touch mid-market and SMB customers in the US. This role focuses on proactive engagement at scale, ensuring customers achieve their business goals while maximizing the value of their Connecteam investment.

The ideal candidate has experience in digital-first customer success, leveraging automation, data analytics, and tech-touch strategies to drive adoption, retention, and expansion at scale. They should be comfortable handling a large portfolio, and balancing one-to-many outreach with personalized engagement where needed.

This is a fully remote position.

Your main responsibilities will include:

• Scalable Customer Engagement: Manage a large portfolio of mid-market and SMB customers, using automation, webinars, in-app messaging, and other digital strategies to drive adoption and retention.
• Proactive Lifecycle Management: Guide customers through adoption and renewal phases using data-driven insights and segmentation-based engagement.
• Customer Health Monitoring: Analyze customer health scores, usage data, and churn risk indicators to proactively intervene when needed.
• Expansion & Growth: Identify upsell and cross-sell opportunities by leveraging customer data and strategic outreach in collaboration with the sales team.
• Escalation Management: Support customers who require higher-touch interventions, escalating to the appropriate teams when necessary.
• Work with customers to create new use cases/success stories.

Which qualifications you’ll need:

• 2+ years of B2B SaaS experience in Customer Success, Scale CS, and Account Management – MUST
• Experience managing a high-volume portfolio (100+ accounts) using tech-touch & automation – MUST
• Proven ability to drive engagement and retention through digital programs, webinars, and self-service content.
• Strong analytical skills, with experience using data to segment customers and trigger proactive outreach.
• Excellent verbal and written communication skills, including experience with one-to-many communication strategies.
• A team player who enjoys getting and providing feedback, sharing ideas, and constantly improving together.
• Ability to work independently in a fast-paced, high-growth environment, balancing multiple initiatives at once.
• Experience collaborating with global teams across different time zones.
• A growth mindset with a passion for continuously improving customer experience at scale.
• Background in HR Tech, Workforce Management, or related industries - An Advantage.

Benefits:

• Medical coverage.
• Insurance plan.
• Paid time off for vacation and sick days.

Salary range: 90K-100K

We are accepting applications from employees working in the following states: Texas, New York, South Carolina, North Carolina, Colorado, Florida, Utah, and Georgia.

Joining Connecteam Is The Smart Move:

• We build our people up. Every team member is treated as a long-term investment and we recognize the value in always nurturing and training them so they can go above and beyond in their skills and job duties.
• We make an impact on our customer’s business. We are on a mission to provide managers of all business types and sizes with the tools they need to communicate, operate, engage, and run their deskless workforce. Our product offers them an effective and affordable solution to run their business.
• We get the job done. Connecteam employees are passionate in executing their job duties so they can drive the company forward and provide real value to our customers.
• We have fun! From weekly happy hours to holiday parties, we always enjoy each other’s company (and good food, of course). Connecteam is like one big, happy family!
• Everyone is welcome. Connecteam is committed to building an encouraging, caring, and supportive environment. We share a responsibility to support our team and enrich their lives.

Together we will shape the future of work!