Customer Success Manager

Smartsuite; Newport Beach (CA); On-site; USD 90,000 - 140,000; Full time

Job summary

Capitolis is seeking a Customer Success Manager to own post-sale outcomes across onboarding, adoption, health, renewals and expansion, ensuring value is realized and risks are managed within a single customer record.

You will lead onboarding milestones, monitor health signals, drive renewals and expansion opportunities, coordinate with product, support and revenue operations, and report retention metrics to leadership.

Job description

Business operations

SmartSuite for the Customer Success Manager

The Customer Success Manager owns customer outcomes after the sale: onboarding, adoption, health, renewals and expansion, with support and implementation handoffs tracked in the same customer record. They turn account history into retention and growth.

Reports to:

Chief Operating Officer

What you own

The Customer Success Manager owns customer outcomes after the sale: onboarding, adoption, health, renewals and expansion, with support and implementation handoffs tracked in the same customer record.

• Own onboarding and adoption plans for assigned accounts
• Monitor customer health and act on risk signals
• Manage renewals and expansion opportunities
• Coordinate support escalations and implementation handoffsCapture customer feedback for product
• Report retention, renewal and health metrics

Reporting lines

Who this role reports to, who reports to them, and the peers they work with most.

Reports to

Chief Operating Officer

Works closely with

• Revenue Operations Manager
• Product Manager
• Service Desk Manager
• Marketing Operations Manager

How SmartSuite supports the Customer Success Manager

The Customer Success Manager owns what happens after the signature: onboarding, adoption, renewal and expansion, answering to leadership for retention and to the customer for outcomes. SmartSuite keeps every account's history, health and next action in one record, so risk is seen early and renewals are forecast from evidence rather than instinct.

Run onboarding, adoption and health for your accounts

Onboarding milestones with clear owners

Each new account runs a standard onboarding workflow in Customer Lifecycle & Success Management, with milestones, owners and automated check-ins, so a stalled implementation shows before the customer mentions it.

Health scores built from what you see

Customer health scoring tracks engagement, usage and risk indicators for each account, and the model your customer success operations owner maintains draws on usage, sentiment and support signals, so the score reflects what you see in your book of accounts.

Risk signals that trigger an action

Workflow automation triggers actions based on customer behavior, so a drop in usage or a rising risk indicator can assign the next action to you with the account context attached.

Work with support, product and revenue operations

Escalations linked to the case and the gap

Support escalations link to the case, the product gap and any feature request in the same account record, so the Service Desk Manager and you see the same history when the customer calls.

Requests the Product Manager can prioritize

Feedback you capture in Customer Feedback & Feature Requests lands in the Product Manager's backlog with the account, revenue and sentiment attached, so it is scored alongside other requests rather than lost in a channel.

Renewal timelines shared with revenue operations

Renewal dates, risks and expansion plays feed Revenue Operations & Forecasting, so the Revenue Operations Manager forecasts from your account data and you are not re-keying it before the pipeline review.

Show retention and growth to leadership

QBR dashboards from the account record

Usage, engagement and risk indicators for each account are visualized for quarterly reviews, so the QBR deck is drawn from the record rather than rebuilt the night before the meeting.

Expansion candidates by maturity

Lifecycle stage and product usage identify the accounts ready for expansion or advocacy, so your growth conversations start with the customers most likely to say yes.

Customer data governed by role

Permissions, audit trails and role-based access protect account data as you work across Sales, Support and Product, which matters under GDPR, CCPA and the SOC 2 confidentiality criteria.

Lifecycle. Tracks each account through onboarding, adoption, renewal and expansion stages with health scores.

Renewals. Manages renewal timelines, risks and expansion plays with reminders.

Feedback. Logs customer feedback and feature requests routed to product.

Reporting. Reports retention, health and renewal forecasts to leadership.

Products this role uses most

Customer Lifecycle & Success Management

Manage the full customer lifecycle with real-time visibility into onboarding, engagement, and growth.

Customer Feedback & Feature Requests

Capture customer feedback and manage feature requests in one system that feeds your product backlog and roadmap.

Revenue Operations & Forecasting

Build revenue forecasts from pipeline records, track pipeline performance, and align sales, customer success, and finance on one set of figures.

Complaints Tracking

Capture, track, and resolve complaints with case workflows, full traceability, and dashboards on investigations, trends, and outcomes.

Industry reference

The Customer Success Association's competencies describe the role, and customer data handling, renewal terms and service commitments bring GDPR and CCPA, consumer‑protection auto‑renewal laws and SOC 2 confidentiality criteria into day‑to‑day practice.

Related roles

Chief Operating Officer

Frequently asked questions

The Customer Success Manager owns customer outcomes once the contract is signed: the onboarding and adoption plan for each assigned account, monitoring customer health and acting on risk signals, managing renewals and expansion opportunities, coordinating support escalations and implementation handoffs, and capturing customer feedback for product. They report retention, renewal and health metrics to leadership. The job is turning account history into retention and growth, which depends on that history being recorded in one place rather than scattered across inboxes.

Customer Lifecycle & Success Management tracks each account through onboarding, adoption, renewal and expansion stages with a health score attached, so the Customer Success Manager can see at a glance which accounts are progressing and which have stalled. Support escalations and implementation handoffs are recorded against the same customer record, which means a health score reflects what the Service Desk Manager's team has seen as well as what the CSM knows. Risk signals become visible before the renewal conversation starts.

SmartSuite manages renewal timelines, risks and expansion plays with reminders, so each renewal has a date, a known risk level and a plan well before the notice period. The Customer Success Manager sees upcoming renewals by date, flags accounts at risk and records the expansion plays being run, and the reminders keep the work moving across a large book of accounts. Revenue Operations & Forecasting draws on the same renewal and expansion data, so the Revenue Operations Manager forecasts from what CSMs actually know.

Customer Feedback & Feature Requests logs feedback and feature requests from the account record and routes them to product, so the Product Manager receives requests with the customer, the context and the account's value attached rather than a forwarded email. The Customer Success Manager can see what has been submitted for their accounts and what has happened to it, which is useful when a customer asks. Complaints Tracking handles formal complaints through their own process so they are resolved and evidenced separately.

SmartSuite reports retention, health and renewal forecasts to leadership from the lifecycle and renewal records, so the numbers leadership sees are the same ones the Customer Success Manager works from day to day. Health distribution across the book, renewals due by period and the forecast on each are available without building a separate deck. The Marketing Operations Manager and the Revenue Operations Manager use the same data for campaigns and forecasts, which keeps the post‑sale story consistent across teams.

The account list with owners, contract and renewal dates, and the lifecycle stage each account is in; from there, health scoring and the renewal reminders can be switched on. SmartSuite becomes the post‑sale record alongside whatever the sales team uses before the contract, and it does not need every historical note to be useful, because health and renewal tracking start from the current state. Most teams begin with the accounts renewing soonest and extend to the full book as the stages settle.