Customer Success Manager

Reconnect, Inc.; Oregon (WI); Remote; USD 70,000 - 90,000; Full time

Job summary

A Public Benefit Corporation is seeking a Customer Success Manager to drive onboarding, adoption, and outcomes for their platform. This mid-senior level role requires 3-5 years of relevant experience, outstanding communication skills, and a strong analytical mindset. Candidates must reside in Oregon and be eligible for U.S. employment. The company emphasizes mission alignment with justice-involved populations and provides a remote working environment.

Qualifications

• 3-5 years in Customer Success, Account Management, Support, or Sales at a SaaS or tech company required.
• Outstanding communication skills; confident facilitation for trainings.
• Analytical mindset; comfortable with dashboards and detailed documentation.

Responsibilities

• Run discovery, success planning, configuration, data/setup, and training.
• Drive usage across feature set; lead QBRs/EBRs with actionable insights.
• Report accurately on renewals and expansion.

Skills

Customer Success

Account Management

Analytical skills

Communication

Problem-solving

Tools

Salesforce

HubSpot

Microsoft Office

Job description

Responsibilities

• Onboarding & Implementation: Run discovery, success planning, configuration, data/setup, and training; reduce time-to-first value and ensure on‑time go‑live.
• Adoption & Outcomes: Drive usage across our feature set; lead QBRs/EBRs with actionable insights.
• Renewals & Expansion: Own health, forecast risk, execute playbooks, and identify expansion opportunities in partnership with Sales.
• Voice of Customer: Capture feedback for Product/Engineering; participate in betas; write crisp tickets and validate fixes.
• Enablement: Create short trainings and guides that scale self‑serve success.
• Operational Excellence: Maintain clean CRM/CS tooling, notes, and success plans; report accurately on renewals and expansion.
• Travel: This position is remote, but in‑state and occasional out‑of‑state travel to customers is required up to 25%.
• State of Oregon residency is required.
• Due to contract restrictions, employment eligibility may be contingent upon U.S. citizenship.

Experience

• 3‑5 years in Customer Success, Account Management, Support, or Sales at a SaaS or tech company required.
• Outstanding communication (clear writing & confident facilitation for trainings).
• Analytical/problem‑solving mindset; comfortable with dashboards; strong attention to detail and documentation.
• Tools: Previous experience with CRM (Salesforce/HubSpot), Microsoft Office.
• Mission alignment: Empathy for justice‑involved and treatment populations; bias toward evidence‑based practices.

Company Description

Reconnect is a Public Benefit Corporation serving justice and behavioral health programs. Our two‑sided platform—Reconnect Manager (for agencies) and Reconnect Community (for participants)—helps programs improve outcomes through secure communication, check‑ins, testing workflows, reminders, and data‑driven accountability. We are fast‑moving, collaborative, and mission‑driven.

Inclusive Employment

Reconnect is an equal opportunity employer committed to inclusion and accessibility.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Industries

Public Safety