Customer Success Manager

Empathy Talent; San Francisco (CA); Hybrid; USD 45,000 - 129,000; Full time

Benefits offered by this job

Sales commission

Job summary

Empathy Talent in San Francisco is seeking a Customer Success Manager to own client relationships, identify revenue opportunities, and drive account expansion within a B2B SaaS environment. This hybrid role focuses on retaining customers and increasing product adoption while delivering measurable value.

The ideal candidate has 2–3+ years in B2B sales or CS, strong CRM skills, and comfort with outbound outreach, product demonstrations, and cross-functional collaboration.

Qualifications

• 2–3+ years in B2B sales, account management, CS or similar revenue role.
• Experience selling software, SaaS, or technology-enabled services.
• Strong sales instincts with proven ability to meet revenue targets.
• Experience using CRM to manage relationships and pipeline.

Responsibilities

• Own and manage a portfolio of existing B2B customers as primary contact.
• Build long-term relationships with key stakeholders and decision-makers.
• Understand customer needs and identify opportunities to deliver value.
• Monitor account health and reduce churn with proactive strategies.
• Ensure customers maximize value from the company's solutions.
• Proactively engage customers to uncover upsell and cross-sell opportunities.
• Maintain a healthy pipeline and partner with sales to drive growth.
• Deliver product demos, presentations, and customer training.
• Educate customers on available solutions and capabilities.
• Act as trusted advisor to improve efficiency and performance.
• Manage escalations and collaborate with internal teams.
• Maintain CRM activity, pipeline updates, and customer data.
• Track revenue opportunities and account performance.
• Collaborate with Sales, Marketing, Product, Support to improve experience.

Skills

B2B sales

Account management

Customer success

CRM proficiency

Tools

Salesforce

Job description

Employment Type: Full-Time

Target Annual Commission: $45,000

Total Target Compensation (OTE): $111,960–$128,700

The Opportunity

We are partnering with an established, technology-driven organization seeking a Customer Success Manager who brings a strong combination of relationship management, sales experience, and a genuine passion for helping customers succeed.

This isn't your traditional Customer Success role. We're looking for someone who can own client relationships, identify revenue opportunities, and proactively drive account expansion while ensuring customers continue to see value in the solutions they use.

The ideal candidate is commercially minded, comfortable picking up the phone, and motivated by measurable results. You'll work with an established portfolio of business customers, identifying opportunities to strengthen relationships, increase product adoption, and grow revenue.

This is an excellent opportunity for someone who enjoys the relationship-building side of Customer Success but also thrives in a performance-driven, sales-oriented environment.

What You'll Be Doing

Account Management & Customer Retention

• Own and manage a portfolio of existing B2B customers, serving as their primary point of contact.
• Develop strong, long-term relationships with key stakeholders and decision-makers.
• Understand customer needs, business challenges, and opportunities to deliver additional value.
• Monitor account health, proactively address concerns, and implement strategies to reduce churn.
• Ensure customers are maximizing the value of the company's technology solutions.

Revenue Growth & Account Expansion

• Proactively engage existing customers through outbound calls, emails, and virtual meetings to uncover additional business opportunities.
• Identify opportunities for upselling, cross-selling, and expanding product adoption.
• Develop and maintain a healthy pipeline of expansion opportunities within assigned accounts.
• Partner with internal sales teams to execute account growth strategies.
• Consistently work toward individual revenue targets, retention goals, and performance metrics.
• Deliver engaging product demonstrations, presentations, and customer training sessions.
• Educate customers on available solutions and capabilities that support their business objectives.
• Act as a trusted advisor, helping customers identify opportunities to improve efficiency and performance.
• Manage customer escalations professionally and collaborate with internal teams to resolve issues.
• Maintain accurate account activity, pipeline updates, and customer information within the CRM.
• Track revenue opportunities, customer retention metrics, and account performance.
• Collaborate with Sales, Marketing, Product, and Support teams to improve the overall customer experience.
• Represent the organization at select industry events, conferences, and networking opportunities approximately 3–6 times annually.

What We're Looking For

Required Qualifications

• 2–3+ years of experience in B2B sales, Account Management, Customer Success, or a similar revenue-generating role.
• Experience selling software, SaaS solutions, or technology-enabled services to business customers.
• Strong sales instincts with demonstrated success in identifying opportunities and achieving revenue targets.
• Experience proactively reaching out to existing customers to generate additional business.
• Proven ability to build relationships, manage accounts, and maintain strong customer satisfaction.
• Comfortable conducting outbound calls, virtual meetings, product demonstrations, and presentations.
• Strong communication, negotiation, and consultative selling skills.
• Experience using CRM platforms to manage customer relationships, sales activity, and pipeline performance.
• Ability to thrive in a fast-paced, collaborative, and results-oriented environment.

Preferred Qualifications

• Previous experience as a B2B Account Executive, Account Manager, or commercially focused Customer Success Manager.
• Experience selling to professional services organizations or other business decision-makers.
• Familiarity with subscription-based software and recurring revenue models.
• Experience with Salesforce or a comparable CRM platform.
• Demonstrated history of exceeding sales quotas, retention goals, or expansion targets.

What Makes Someone Successful Here?

We're looking for someone who brings more than just customer service experience.

The right person will be:

• Sales-driven: You enjoy identifying opportunities, building pipeline, and closing additional business.
• Proactive: You don't wait for customers to reach out. You take initiative and create opportunities.
• Relationship-focused: You understand that trust and consistent communication are essential to long-term customer retention.
• Confident and engaging: You're comfortable speaking with decision-makers, delivering presentations, and leading customer conversations.
• Accountable: You take ownership of your accounts, performance, and results.
• Adaptable: You can manage competing priorities and maintain a positive, solutions-oriented mindset.

This is a full-time, hybrid position based in San Francisco, requiring three days per week in the office.

Compensation

• Annual target commission: $45,000
• Total target compensation (OTE): $111,960–$128,700
• Final compensation will depend on experience and qualifications.

The position offers the opportunity to join an established organization with a collaborative, performance-oriented culture, opportunities for professional development, and meaningful ownership over customer relationships and revenue growth.

Occasional travel to industry conferences and company-sponsored events may be required.

Why This Opportunity?

If you're currently in Customer Success or B2B sales and want a role where your ability to build relationships directly impacts your earning potential, this could be a great fit.

You'll have the opportunity to work with an established customer base, develop long‑term business relationships, and play a direct role in driving customer retention and revenue growth.

We're especially interested in individuals who enjoy both sides of the business: taking care of customers and finding opportunities to grow accounts.