Customer Success Manager

8:00 AM; United States; Hybrid; USD 75,000 - 110,000; Full time

Benefits offered by this job

Wide range of medical plans

Wellness and learning reimbursements

Mental health support

Professional development opportunities

Bonuses and total rewards

Office, remote & hybrid options

Job summary

8am is seeking a Customer Success Manager to guide customers through onboarding, adoption, value realization, expansion, and retention. You will use data and engagement insights to proactively identify risks and opportunities, helping customers maximize the value of 8am’s solutions.

You will drive adoption, support growth initiatives, and partner with cross-functional teams to improve customer experience, serving as a trusted advisor and advocate for customers across the organization.

Qualifications

• 3+ years in Customer Success or related role.
• SaaS experience required.
• Experience in digital-first or hybrid customer engagement models preferred.
• Ability to analyze customer data and translate insights into action.

Responsibilities

• Guide customers through onboarding, adoption, value realization, expansion, and retention.
• Identify risks and opportunities from data and engagement signals.
• Drive adoption and support growth initiatives with cross-functional teams.
• Serve as trusted advisor and advocate for customers.
• Develop and monitor customer success plans across digital and hybrid models.
• Monitor customer health indicators and success milestones.
• Maintain documentation in CS platforms and CRM; act as brand ambassador.

Skills

Customer success

SaaS experience

Data analysis

Cross-functional collaboration

Communication skills

Remote engagement

Tools

CRM systems

AI tools

Analytics platforms

Job description

• As a Customer Success Manager at 8am, you will guide customers through every stage of the lifecycle, from onboarding and adoption to value realization, expansion, and retention
• You will use data and engagement insights to proactively identify risks and opportunities, helping customers maximize the value of 8am’s solutions
• In this role, you’ll drive adoption, support growth initiatives, and partner closely with cross-functional teams to improve the overall customer experience
• You will also serve as a trusted advisor and advocate for your customers, ensuring their needs are represented across the organization
• Guide customers through key stages of the customer lifecycle, including onboarding, adoption, value realization, expansion, and retention
• Lead and support the development, execution, and monitoring of customer success plans across digital and hybrid engagement models
• Proactively identify risks and opportunities through customer data, usage trends, and engagement signals
• Drive customer engagement and adoption of core workflows, features, and solutions to maximize realized value
• Support retention and growth initiatives by reinforcing best practices, expansion pathways, and renewal readiness
• Collaborate with cross-functional teams to share customer insights and influence roadmap and programs
• Serve as a customer advocate and voice of the customer within the organization
• Provide consultative guidance to customers on optimizing their use of 8am solutions
• Support scaled outreach and lifecycle programs, including campaigns, webinars, enablement sessions, and in-app journeys
• Monitor customer health indicators, engagement levels, and success milestones
• Contribute to continuous improvement of Customer Success playbooks, processes, and digital programs
• Maintain timely and accurate documentation in customer success platforms and CRM systems
• Serve as a brand ambassador in all customer interactions

Benefits

• Wide range of affordable, company-supported medical, dental, vision, and disability plans
• Reimbursements for whatever helps you bring the WOW, whether that’s health and wellness or learning
• Mental health support and an Employee Assistance Program
• Access to cutting-edge conferences, professional manager coaching and ongoing professional development
• Bonuses and unit options as part of our total rewards packages
• Team meetings, company-wide all-hands, and offsite events
• Office, remote & hybrid work options

This role is ideal for someone who is customer-focused, data-driven, and motivated to drive both customer and business outcomesAbility to work effectively in a fast-paced, evolving environmentStrong ability to analyze customer data and translate insights into actionStrong organizational, prioritization, and time management skillsExperience working in digital-first or hybrid customer engagement models preferredSaaS experience required; payments, fintech, or legal industry experience preferredProven ability to build trust and credibility with customers in remote and scaled environmentsDemonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovationExcellent written and verbal communication skills3+ years of experience in Customer Success, Account Management, SaaS Support, or a related customer-facing roleComfortable learning and navigating new technologies and systems