Customer Success Manager

Secondnature AI Inc.; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

A fast-growing AI training company is looking for a Customer Success Manager to manage client relationships, ensure customer adoption, retention, and drive growth for enterprise accounts. The role involves collaborating with stakeholders, using analytics to monitor engagement, and representing the company at client meetings. Candidates should have over 6 years of customer-facing experience, ideally in SaaS, and be comfortable working with CRM and analytics tools. This is a remote role with minimal travel requirements.

Qualifications

• 6+ years in customer-facing roles, ideally in SaaS.
• Proven track record of managing multiple accounts while driving retention and growth.
• Strong understanding of SaaS adoption strategies and customer lifecycle management.

Responsibilities

• Own a portfolio of enterprise and mid-market accounts to ensure adoption and retention.
• Build deep, trusted partnerships with decision-makers and champions.
• Lead renewal cycles and identify expansion opportunities.

Skills

Customer relationship management

Analytics

Problem-solving

Collaboration

Tools

Hubspot

Asana

Redash

Job description

Transform the way global sales teams learn and grow

Second Nature is an AI-powered role‑play platform that helps professionals master conversations. Trusted by leading brands such as Zoom, SAP, Oracle, Adobe, State Farm, and T‑Mobile, we enable organizations to accelerate onboarding, roll out new messaging, and boost performance across the board.

We’re growing fast and looking for a Customer Success Manager (CSM) who thrives on building strategic relationships, driving measurable outcomes, and shaping the future of AI‑driven training.

Why You’ll Love Working Here

• Best‑in‑class AI: Our platform transforms how teams learn and succeed.
• Impact at scale: Help world‑class companies transform how they train and coach their teams.
• High‑growth environment: Join a rapidly scaling SaaS company backed by top‑tier investors.
• Flexibility: Remote‑first role with some travel for client meetings and industry events.

Role Overview

As a Customer Success Manager, you’ll own a portfolio of enterprise and mid‑market accounts, ensuring adoption, retention, and expansion. You’ll partner with customer stakeholders to deliver measurable business outcomes and position Second Nature as a strategic enabler of their success.

What You’ll Do

• Drive Value Nature’s capabilities with customer initiatives to maximize ROI.
• Own Relationships: Build deep, trusted partnerships with decision‑makers and champions.
• Retention & Growth: Lead renewal cycles and identify expansion opportunities across teams and regions.
• Insights & Strategy: Use analytics to monitor usage patterns, predict churn risk, and guide proactive engagement.
• Executive Engagement: Deliver impactful QBRs and strategic reviews that showcase business impact.
• Cross‑Functional Collaboration: Work closely with Sales, Product, and Support to ensure seamless customer experiences.
• Travel: Represent Second Nature at key customer meetings and conferences (approx. 10–15% travel).

What We’re Looking For

• 6+ years in customer‑facing roles, ideally in SaaS.
• Proven track record of managing multiple accounts while driving retention and growth.
• Strong understanding of SaaS adoption strategies and customer lifecycle management.
• Tech‑savvy with experience in CRM and analytics tools (Hubspot, Asana, Redash, etc.).
• Highly organized, able to manage multiple clients and projects simultaneously.
• Analytical thinker with a proactive, problem‑solving mindset.
• Comfortable collaborating with sales leadership and influencing executive stakeholders.

Location

Remote within the U.S. Light travel for client meetings and industry events.

Ready to make an impact?

Join us and help redefine how sales organizations learn and succeed. Apply today!