Customer Success Manager

Fullsteam; Northern (KY); Remote; USD 60,000 - 70,000; Full time

Job summary

Fullsteam is seeking a Customer Success Manager to manage a portfolio of clients, guiding post-sale onboarding through go-live, adoption, and long-term success. You will lead structured onboarding, track milestones, and coordinate with cross-functional teams to ensure renewals and expansions are achieved while delivering proactive, high‑quality customer support.

The role emphasizes a customer-first mindset, strong communication, and the ability to manage multiple accounts in a fast-paced, remote

Qualifications

• 2+ years in a customer-facing role (CSM, account manager, or similar).
• Bachelor's degree in business, marketing, or related field, or equivalent experience.
• Experience in tour operator or travel industry preferred.
• Experience supporting onboarding, software launches, renewals, or expansions.

Responsibilities

• Serve as primary contact for assigned customers, ensuring onboarding through ongoing account management.
• Guide customers through structured onboarding and implementation workflows with milestone tracking.
• Coordinate handoffs with Sales, Learning, Operations, Support, Product, Accounting, and leadership.
• Monitor health, adoption, and requests to identify risks or opportunities.
• Participate in periodic health reviews and document risks and follow-up actions.
• Support renewal calendar management and coordinate key dates with stakeholders.
• Coordinate issues requiring advanced support, gather information, and escalate as needed.
• Maintain records of communications, onboarding progress, and resolutions in systems.
• Identify recurring issues and share insights to improve processes.
• Provide guidance on product features, adoption strategies, and best practices.

Skills

Customer-facing experience

Onboarding project management

Strong communication

Cross-functional collaboration

Empathy and problem solving

AI tools proficiency

SaaS knowledge

Renewals & expansions

Education

Bachelor's degree in business/marketing or related field

Tools

GUIDEcx

CRM systems

Job description

Customer Success Manager page is loaded## Customer Success Managerlocations: Remote - UStime type: Full timeposted on: Posted 2 Days Agojob requisition id: JR102288It's fun to work in a company where people truly BELIEVE in what they're doing!Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.PEAK 15 part of the Fullsteam organization is a growing software company that provides a cloud-based management system for the travel industry. Customers include Travel + Leisure World's Best Award winners, National Geographic Expeditions, Micato Safaris, and Butterfield & Robinson, who use the platform to craft unique itineraries, process bookings, streamline operations, and manage customer and vendor relationships.PEAK 15 is a collaborative and fast-paced work environment that offers opportunities for professional growth and development. We are a passionate team committed to customer success and growth, while promoting a positive work culture that values teamwork, transparency, and continuous improvement. PEAK 15 is a 100% remote workforce.**Job Summary:**We are seeking a Customer Success Manager (CSM) to join our team and help ensure our customers derive maximum value from our products and services. As a Customer Success Manager, you will serve as the main point of contact for a portfolio of clients and play a key role in guiding customers from post-sale onboarding through go-live, product adoption, and long-term success. This role is responsible for helping customers achieve their business goals, driving effective onboarding and implementation milestones, and ultimately ensuring customer satisfaction and retention.The ideal candidate will possess a combination of excellent interpersonal skills, a strong customer-focused mindset, and the ability to proactively address challenges. This role is essential in fostering long-term relationships, identifying growth opportunities, and acting as the customer's advocate within the organization.This role also carries direct responsibility for managing newly onboarding customers through a structured onboarding process, including GUIDEcx project coordination, milestone tracking, weekly customer check-ins, go-live readiness, and follow-up on open action items to ensure a smooth transition into long-term customer success.**Primary Responsibilities:*** Serve as a primary point of contact for assigned customers, building strong relationships and delivering a consistent, responsive customer experience from onboarding through ongoing account management.* Guide newly onboarding customers through structured onboarding and implementation workflows, including GUIDEcx project coordination, milestone tracking, weekly customer check-ins, go-live readiness, documentation of next steps, and timely follow-up on open action items.* Partner with Sales, Learning, Operations, Support, Product, Accounting, and business leadership to coordinate customer handoffs, resolve customer needs, and support timely follow-through on actions that contribute to customer satisfaction and retention.* Monitor customer health, product adoption, account activity, and customer requests to identify potential retention risks, adoption barriers, or opportunities to improve the customer experience.* Participate in periodic account health reviews with customers and internal stakeholders by helping document risks, opportunities, and follow-up actions.* Support renewal and contract calendar management by tracking key dates, identifying upcoming customer or internal actions, and coordinating with responsible stakeholders.* Coordinate customer issues that require support beyond standard troubleshooting by gathering relevant information, clarifying urgency and impact, and engaging the appropriate internal resources.* Track customer issues through resolution, provide timely status updates, document outcomes, and ensure agreed-upon follow-up actions are completed.* Support customer cancellation, transfer-of-ownership, and administrative account-change requests by collecting required information, coordinating with internal stakeholders, and following established documentation, approval, and handoff processes.* Maintain accurate records of customer communications, onboarding progress, account changes, approvals, effective dates, issue outcomes, and final resolutions in applicable systems.* Identify recurring customer issues, handoff challenges, or documentation needs and share observations with internal stakeholders to support process improvement.* Provide guidance and recommendations to customers on product features, best practices, and adoption strategies to maximize product usage and value.**Skills & Competencies:*** Proven experience in a customer-facing role, preferably as a Customer Success Manager, Account Manager, or similar (2+ years preferred).* Strong understanding of customer success principles, customer retention, and product adoption strategies.* Ability to manage structured customer onboarding projects, track milestones, document next steps, and drive customers through implementation and go-live timelines.* Excellent communication and interpersonal skills, with the ability to build and maintain relationships at all levels of an organization.* Demonstrated ability to manage multiple customer accounts and priorities simultaneously. Self-motivation and organization are highly important.* Solid problem-solving skills and the ability to address customer concerns with empathy and professionalism.* Ability to recognize customer risk, summarize account trends, communicate next steps clearly, and work with cross-functional partners to resolve customer needs.* Proficiency in using AI tools (e.g., Copilot, Claude, or ChatGPT).* Previous experience with contract renewals, and expansion and adoption opportunities.* Experience with SaaS (Software as a Service) products or technology services is highly desirable.**Minimum Qualifications:*** **Required:** Previous experience working in the **tour operator or travel industry** in a customer success, customer support, trip planning, sales, or operations role.* Bachelor's degree in business, marketing, or a related field, or equivalent experience.* Experience in a B2B SaaS environment, particularly supporting high-value enterprise customers highly preferred.* Experience supporting customer onboarding, implementation, software launches, or customer training in a SaaS or technology environment highly preferred.* Experience supporting customer escalations, retention risk, account health conversations, renewals, cancellations, or account-change processes preferred.Salary range: $60,000 - $70,000 USD.Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.