Customer Success Manager

Ladders; United States; Remote; USD 100,000 - 120,000; Full time

Benefits offered by this job

Flexible work environment

Professional development opportunities

Access to industry-leading tools and资源

Collaborative and innovative workplace

Health and wellness programs

Job summary

Ladders is seeking a Customer Success Manager to join a leader in the Enterprise Technology space. The role owns customer success across assigned accounts with a focus on retention, expansion, and the overall customer experience in hosted software. You will partner with customers and internal teams to identify gaps, lead business reviews, and guide success plans that drive measurable outcomes.

Location: Remote – US-based candidates only. Compensation: $100,000 – $120,000 annually.

Qualifications

• 3+ years in a customer-facing role such as Consultant, SaaS Implementation Coordinator, or Customer Success Manager within a cloud ecosystem.
• Proficiency in engaging in technical dialogue with customers and internal stakeholders.
• 3+ years of experience in a hosted or SaaS business model.
• Bachelor's degree or equivalent experience preferred.
• Experience managing business needs across various customer tiers and communicating initiatives to executive leadership.
• Ability to thrive in fast-paced environments and meet customer deadlines.
• Familiarity with Gainsight and Salesforce.

Responsibilities

• Act as the single point of ownership for customer success across assigned accounts.
• Develop and maintain productive customer relationships, including regular success reviews.
• Negotiate contract renewals to support strong revenue retention.
• Identify gaps within customer operations and recommend effective solutions.
• Recognize expansion opportunities through a deep understanding of customer operations.
• Proactively manage customer health and risks to ensure a positive customer experience.
• Conduct periodic business reviews and advocate for customer needs internally.
• Communicate effectively with senior leaders across organizations.
• Generate and maintain account health dashboards to track progress.
• Develop and present customized presentations to clients regarding product use and success plans.

Skills

Workforce Engagement

Quality Management

Contact Centers

Executive communication

Education

Bachelor's degree or equivalent experience

Tools

Gainsight

Salesforce

Job description

For our client, we are seeking a Customer Success Manager to join the team of a leader in the Enterprise Technology space.

This role will own customer success across assigned accounts, with a strong focus on retention, expansion, and the overall customer experience in a hosted software environment. You will partner closely with customers and internal teams to identify gaps, lead business reviews, and guide success plans that help customers achieve measurable outcomes. The position requires both technical fluency and strong executive communication as you manage health, risks, renewals, and long‑term relationship growth.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $100,000 – $120,000 annually

Responsibilities

• Act as the single point of ownership for customer success across assigned accounts
• Develop and maintain productive customer relationships, including regular success reviews
• Negotiate contract renewals to support strong revenue retention
• Identify gaps within customer operations and recommend effective solutions
• Recognize expansion opportunities through a deep understanding of customer operations
• Proactively manage customer health and risks to ensure a positive customer experience
• Conduct periodic business reviews and advocate for customer needs internally
• Communicate effectively with senior leaders across organizations
• Generate and maintain account health dashboards to track progress
• Develop and present customized presentations to clients regarding product use and success plans

Qualifications

• Strong background in Workforce Engagement, Quality Management, and Contact Centers
• 3+ years in a customer-facing role such as Consultant, SaaS Implementation Coordinator, or Customer Success Manager within a cloud ecosystem
• Proficiency in engaging in technical dialogue with customers and internal stakeholders
• 3+ years of experience in a hosted or Software as a Service business model
• Bachelor's degree or equivalent experience preferred
• Experience managing business needs across various customer tiers and communicating initiatives to executive leadership
• Ability to thrive in fast-paced environments and meet customer deadlines
• Familiarity with Gainsight and Salesforce

Benefits

• Flexible work environment to support work-life balance
• Professional development opportunities, including training and certifications
• Access to industry-leading tools and resources
• Collaborative and innovative workplace culture
• Health and wellness programs designed to support employee well-being

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.