Customer Success Manager

Canopy Analytics; United States; Remote; USD 65,000 - 169,000; Full time

Job summary

Canopy Analytics is seeking a Customer Success Manager to enhance customer relationships and drive account growth. This remote role emphasizes understanding customer goals, providing insights, and advocating for their needs. Ideal candidates will have 3–5 years of experience in customer success within a tech-driven environment.

Benefits

Flexible work

Strong benefits

Collaborative culture

Qualifications

• 3–5 years in a customer success or relationship management role in a SaaS-based B2B setting.

Responsibilities

• Serve as main relationship owner for accounts, lead regular check-ins.
• Monitor engagement trends and proactively identify risks or opportunities.
• Collaborate with cross-functional teams for consistent customer experiences.

Skills

Customer Empathy

Relationship Building

Analytical Thinking

Communication Skills

Job description

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Canopy Analytics uses AI to combine business intelligence, automated reporting, and predictive alerts into one platform. Apartment owners and managers rely on Canopy for AI operational workflows that control expenses and find valuable data insights that increase NOI. Canopy provides visibility of metric changes, explanations for those changes, and guidance on what actions to take.

Role Description

We’re looking for a thoughtful, customer-obsessed Customer Success Manager (CSM) to join our team. In this role, you’ll serve as the primary point of contact for a portfolio of customers, driving adoption, retention, and expansion by deeply understanding their goals and ensuring they get the most value out of our platform.

Your work will be part relationship management, part strategic advisory — building trust, hosting regular touchpoints, surfacing customer insights, and advocating internally for their success. While you may occasionally support onboarding or run training sessions, your primary responsibility is ongoing engagement, value delivery, and account growth.

This is a full-time remote role for a Customer Success Manager. The Customer Success Manager will be responsible for ensuring customer satisfaction, building and maintaining relationships, and driving customer retention efforts. Day-to-day tasks include providing exceptional customer service, analyzing customer data to identify trends and opportunities, and working cross-functionally with other teams to advocate for customers' needs.

What You’ll Do

• Own Customer Relationships:

Serve as the main relationship owner for your accounts. Lead regular check-ins (monthly or quarterly) to review product usage, discuss goals, and identify ways to deliver more value.

Monitor engagement trends and proactively reach out when risks or opportunities are identified. Make sure customers are using the platform in a way that aligns with their objectives.

Regularly gather feedback on features, workflows, and support experiences. Synthesize and share trends with internal teams to inform roadmap decisions.

Identify upsell opportunities, expansion potential, and account growth based on customer needs and maturity.

• Collaborate Cross-Functionally:

Partner with Product, Support, and Implementation teams to resolve issues, shape resources, and ensure a consistent customer experience.

As needed, lead tailored training sessions or support onboarding for non-executive users — always with a focus on long-term success and independence.

What We’re Looking For

We evaluate candidates on the following competencies:

• Values Alignment: Kind, hardworking, intelligent, curious, and growth-minded.

• Customer Empathy: A strong ability to understand business challenges and communicate solutions clearly and persuasively.

• Ownership Mindset: Hyper-organized, proactive, and committed to seeing things through.

• Communication Skills: Comfortable hosting calls, running meetings, and delivering insights to stakeholders across seniority levels.

• Analytical Thinking: Able to interpret usage patterns, segment customer behavior, and drive action based on insights.

• Relationship Building: Warm, trustworthy, and invested in long-term customer success.

• Internal Advocacy: Confidently communicates customer needs across teams and ensures they are heard and acted on.

Required Qualifications:

• 3–5 years in a customer success or relationship management role in a SaaS-based B2B role. Please note, this is not a sales role.

Preferred Qualifications

• Experience hosting QBRs, strategic check-ins, or leading value reviews

• Strong organizational and follow-up skills

• Comfort with CRM, customer success platforms, and product usage analytics

• Bonus: Experience with enablement or training delivery

Why Join Us

• You’ll be part of a low-ego, mission-driven team that truly cares about customers

• You’ll work closely with leadership and product to shape how we grow

• We offer flexible work, strong benefits, and a collaborative culture

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Technology, Information and Internet

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