Customer Success Manager

WhatConverts; Northern (KY); Hybrid; USD 75,000 - 110,000; Full time

Benefits offered by this job

Remote-First

Immediate Impact

Health Insurance

401k Match

Employee Support

PTO & Time Off

Parental & Bereavement Leave

Volunteer Day

Diversity & Inclusion

Home Office Stipend

Job summary

WhatConverts is a remote-first SaaS company that helps businesses track and attribute marketing performance. We are seeking a relationship-driven Customer Success Manager to partner with clients from onboarding through expansion, ensuring ROI and long-term value.

You will lead onboarding meetings, provide tailored training, analyze needs, monitor health, and collaborate with teams to drive retention and growth. A passion for customer advocacy and proactive service will thrive here.

Qualifications

• 2+ years in customer success, onboarding, or account management within SaaS/tech.
• Strong technical aptitude with the ability to learn, explain, and troubleshoot software.

Responsibilities

• Lead onboarding meetings to set customers up for success and ROI.
• Deliver strategic platform training tied to customer goals.
• Conduct needs analyses to maximize goal achievement and growth.
• Monitor account health, identify risks, and guide customers to better outcomes.
• Collaborate with internal teams to remove barriers and accelerate adoption.
• Be the primary contact for your book of business, building long-term relationships.
• Identify opportunities for account growth and expanded platform usage.

Skills

CRM proficiency

Relationship building

Communication

Organization

SaaS knowledge

Tools

Zoho

Salesforce

Job description

Drive Success. Build Relationships. Make Every Customer a VIP.

Customer Success Manager

Location: Fully Remote (USA)

About WhatConverts

WhatConverts is a B2B SaaS company specializing in marketing attribution and lead tracking solutions. We empower businesses to make smarter, data-driven decisions by revealing exactly what drives their conversions. As a remote-first company, we foster a mission-focused and performance-driven culture where integrity, initiative, and innovation thrive.

Position Overview

We're looking for a relationship-driven Customer Success Manager (CSM) to join our growing team. In this role, you won't just "manage" customers - you'll partner with them. From onboarding to expansion, you'll serve as a trusted advisor helping clients maximize value from WhatConverts, prove their ROI, and grow with us long-term.

If you're passionate about creating standout experiences, energized by fast-paced SaaS environments, and skilled at blending strategy with service - you'll thrive here.

In this role you’ll get to:

• Lead engaging onboarding meetings that set customers up for success, ensuring ROI and a long-term relationship.
• Deliver strategic platform training directly tied to each customer’s needs and goals.
• Conduct an in-depth needs analysis to ensure customers are optimally set up to achieve their goals and growth.
• Monitor account health, identify risks early, and proactively guide customers to stronger outcomes.
• Collaborate across internal teams to remove barriers, accelerate adoption, and drive customer value.
• Serve as the primary point of contact for your Book of Business, building relationships rooted in trust and long-term value.
• Identify and nurture opportunities for account growth and expanded platform usage.
• Champion customer feedback internally to shape product enhancements and better customer experiences.
• Play a key role in growing WhatConverts by increasing customer retention and satisfaction.
• Maintain detailed records of customer interactions, health indicators, and progress against success metrics on the CRM.

What we're looking for:

• 2+ years of customer success, onboarding, or account management experience within a SaaS or tech environment.
• Strong technical aptitude - you enjoy learning, explaining, and troubleshooting software solutions.
• Hands-on experience with CRM tools (Zoho, Salesforce, or similar) to manage customer relationships and success journeys.
• Exceptional communication, facilitation, and relationship management skills.
• Highly organized, proactive, and energized by helping customers succeed.
• A natural passion for customer advocacy and a bias toward action.

Company Benefits/Perks:

• Remote-First: Empowered to work agilely in a fully remote environment with no risk of office return.
• Immediate Impact: From day one, take ownership of projects and make a direct impact.
• Health & Wellness: 100% employer-paid premium medical, dental, vision, and life insurance.
• 401k with 5% Match: Secure your future with immediate vesting.
• Employee Support: Access counseling, legal, and debt management services through our EAP.
• Generous PTO & Flexible Time Off: Accrue PTO with additional days for tenure, plus up to 4 hours of flex time per week for personal matters.
• Parental & Bereavement Leave: Paid leave for life's important moments.
• Volunteer Day: Give back with an annual volunteer day.
• Diversity & Inclusion: Join a positive, supportive, and inclusive workplace.
• Remote Work Perks: $100 monthly stipend to ensure your home office needs are met and company-provided devices.

WhatConverts is an equal opportunity employer. We recruit, hire, pay, and promote without regard to gender, race, sexual orientation, age, religion, veteran status, physical/mental abilities, or any other identities protected by law.