Customer Success Manager

Horizon Labs; Northern (KY); On-site; USD 90,000 - 130,000; Full time

Job summary

Horizon Labs is seeking an experienced Customer Success/Account Manager to own client outcomes, drive renewals and expansions, and ensure clear success plans. You will run cadence with weekly status, conduct monthly QBRs, and coordinate with delivery, sales, and finance to keep risks visible.

The role requires 3+ years in software as a service customer success, exceptional written communication, and the ability to navigate PRDs, APIs, and sprint cycles across time zones including United States

Qualifications

• 3+ years in Customer Success or Account Management for software or B2B SaaS.
• Proven renewals and expansions with quantified results.
• Excellent written communication; crisp notes, structured updates, and clear next steps.
• Comfortable with technical contexts: PRDs, APIs, environments, and sprints.
• Negotiation and expectation management skills.
• Time-zone overlap: minimum 4 hours with Pacific Time or Türkiye time, depending on team.
• Based in the United States or Türkiye.

Responsibilities

• Own the relationship. Be the single accountable owner for client outcomes, satisfaction, and renewal.
• Set goals. Write success plans with metrics, constraints, and decision cadence; revisit each sprint.
• Run cadence. Weekly status, monthly QBRs, and exec summaries; keep issues, risks, and actions visible.
• Unblock delivery. Coordinate with PM/eng/QA, clarify scope, manage change orders, and reset expectations.
• Drive adoption. Enable users, collect feedback, and verify outcomes after each release.
• Manage renewals and expansions. Forecast, handle objections, and align commercial terms with real value.
• Measure and report. Track CSAT/NPS, health scores, burn vs budget, and milestone attainment.
• Capture voice of customer. Feed insights to sales, marketing, and engineering; request references at the right moments.
• Keep data clean. Maintain CRM, notes, tasks, and dashboards as the source of truth.
• Escalate early. Document incidents, communicate clearly, and close the loop.

Skills

Customer Success

Account Management

Renewals

Expansions

Written communication

PRDs

APIs

Sprints

Job description

Own retention and growth for agency clients. Run clean onboarding, set clear success plans, keep delivery on track, and turn results into renewals, expansions, reviews, and referrals. Communicate early, document everything, and measure outcomes.

Location: United States or Türkiye only. We do not hire outside these countries.

What you\'ll deliver in your first 90 days

• Onboarding complete for all assigned accounts: kickoff docs, RACI, comms norms, and a one-page success plan per client.
• Health scoring live in CRM (adoption, delivery, sentiment, financials) with weekly risk reviews.
• SLAs working: first response ≤2 business hours, weekly status update with decisions and next steps.
• CSAT ≥4.6/5 on tracked interactions; NPS program launched with ≥10 responses and a baseline.
• Renewal calendar built; ≥90-day advance notices set; 95%+ gross retention on in-window renewals.
• Expansion pipeline opened: ≥3 qualified upsell/cross-sell opportunities logged with projected value.
• Two client stories drafted and three public reviews secured (Clutch or G2) with approvals.
• Billing hygiene: time/budget dashboards active; change orders documented; zero surprise invoices.
• Playbooks published for onboarding, QBRs, incident comms, and renewal steps.

Responsibilities

• Own the relationship. Be the single accountable owner for client outcomes, satisfaction, and renewal.
• Set goals. Write success plans with metrics, constraints, and decision cadence; revisit each sprint.
• Run cadence. Weekly status, monthly QBRs, and exec summaries; keep issues, risks, and actions visible.
• Unblock delivery. Coordinate with PM/eng/QA, clarify scope, manage change orders, and reset expectations.
• Drive adoption. Enable users, collect feedback, and verify outcomes after each release.
• Manage renewals and expansions. Forecast, handle objections, and align commercial terms with real value.
• Measure and report. Track CSAT/NPS, health scores, burn vs budget, and milestone attainment.
• Capture voice of customer. Feed insights to sales, marketing, and engineering; request references at the right moments.
• Keep data clean. Maintain CRM, notes, tasks, and dashboards as the source of truth.
• Escalate early. Document incidents, communicate clearly, and close the loop.

Requirements

• 3+ years in Customer Success or Account Management for a software agency or B2B SaaS.
• Proven record of renewals and expansions with quantified results.
• Excellent written communication; crisp notes, structured updates, and clear next steps.
• Comfortable with technical contexts: PRDs, APIs, environments, and sprints.
• Negotiation and expectation management skills.
• Time-zone overlap: minimum 4 hours with Pacific Time or Türkiye time, depending on team.
• Based in the United States or Türkiye.

Nice to have

• Agency background with multi-project portfolios.
• Experience in marketplaces, healthtech, B2B SaaS, AI/LLM features, or embedded/IoT.
• Playbook creation, light SQL for checks, and automation skills (Make/Zapier).
• Review programs (Clutch/G2) and reference management.

How we work

• Two-week sprints, demo every sprint, release often.
• “No surprises” policy: written decisions, visible risks, and shared dashboards.
• One owner per client; clear handoffs between sales, delivery, and finance.