Customer Success Manager

Mona Lee; United States; Presencial; USD 95 000 - 125 000; Tempo integral

Resumo da oferta

Artemis is seeking an experienced Customer Success Manager to own customer relationships from onboarding through adoption, retention, renewal, and growth.

This role is not traditional support; you will own a book of business, monitor health signals, and work with Sales, Product, and engineering to deliver measurable value.

Success will be measured by onboarding, usage, retention, renewals, and expansion across your book of business.

Qualificações

• 2+ years in Customer Success, Account Management, or post-sale SaaS.
• Experience managing a meaningful book of B2B customers and being accountable for retention and adoption.
• Comfortable using data and product usage signals to determine where customers need attention.

Responsabilidades

• Own a portfolio of Artemis customers throughout the post-sale lifecycle.
• Guide new customers through onboarding and into meaningful product adoption.
• Drive customers toward early usage milestones, including at least 30% contracted usage within 30 days.
• Continue driving deeper adoption after onboarding and identify underutilizing customers.
• Monitor customer health and proactively intervene when signals indicate churn risk.
• Own retention and renewal outcomes across your book of business.
• Identify expansion opportunities and partner with Sales when a customer is ready to grow.
• Build relationships with customer stakeholders and understand their business goals and challenges.
• Partner with Sales to ensure expectations set during the sales process translate into successful outcomes.
• Work with Product and technical teams to surface recurring customer feedback and needs.
• Maintain accurate customer information in our systems and help improve CS processes.

Conhecimentos

Customer Success

Account Management

SaaS

Descrição da oferta de emprego

Artemis is looking for an experienced Customer Success Manager to own customer relationships from post-sale onboarding through adoption, retention, renewal, and growth.

This is not a traditional support role. We are looking for someone who can take ownership of a book of business, understand how customers are actually using the platform, identify risk early, and actively drive customers toward getting measurable value from Artemis.

We're growing quickly and evolving how Customer Success operates alongside a more product-led customer journey. The right person will be comfortable working in a startup environment where processes are improving quickly and will help us build a scalable CS function rather than simply inherit one.

What You'll Own

• Own a portfolio of Artemis customers throughout the post-sale lifecycle.
• Guide new customers through onboarding and into meaningful product adoption.
• Drive customers toward early usage milestones, including an initial target of at least 30% of contracted usage within their first 30 days.
• Continue driving deeper adoption after onboarding and identify customers who are underutilizing the platform.
• Monitor customer health and proactively intervene when usage, engagement, payment status, or other signals indicate churn risk.
• Own retention and renewal outcomes across your book of business.
• Identify expansion opportunities and partner with Sales when a customer is ready to grow.
• Build strong relationships with customer stakeholders and understand their business goals, workflows, and challenges.
• Partner closely with Sales to ensure expectations set during the sales process translate into successful customer outcomes.
• Work with Product and technical teams to surface recurring customer feedback, implementation issues, and product needs.
• Maintain accurate customer health, onboarding, adoption, renewal, and churn information in our systems.
• Help improve the playbooks, processes, reporting, and automation we use as the CS organization scales.

What We're Looking For

• 2+ years of Customer Success, Account Management, or similar post-sale SaaS experience.
• Experience managing a meaningful book of B2B customers and being accountable for retention and adoption.
• Strong understanding of SaaS onboarding, product adoption, renewals, churn prevention, and customer health.
• Comfortable using data and product usage signals to determine where customers need attention.
• Able to manage multiple customers and priorities without requiring a heavily prescribed process.
• Strong communicator who is comfortable having direct conversations with customers when adoption or expectations are off track.
• Comfortable working cross-functionally with Sales, Product, and technical teams.
• Experience in a startup or other fast-changing environment is strongly preferred.
• Solar, roofing, construction technology, or adjacent industry experience is helpful but not required.

How Success Will Be Measured

Success in this role will be tied primarily to:

• Customer onboarding and early adoption
• Product usage and deeper adoption
• Customer retention and renewals
• Expansion opportunities within the customer base
• Overall health and quality of the assigned book of business

The role includes variable compensation with a target total compensation of approximately $120,000 annually . Specific performance measures may evolve as Artemis grows, but the goal will remain the same: reward CSMs for creating successful, engaged, retained customers.