Customer Success Manager

Prompt.io; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Prompt.io is seeking a Customer Success Manager to build strong customer relationships and drive ongoing value from our platform. You’ll own the customer lifecycle from onboarding to renewal, working remotely with customers across North America and collaborating with Sales, Support, Product, and Engineering.

The role focuses on onboarding, ensuring successful adoption, and driving retention and expansion. You’ll report to the VP of Customer Success & Experience and thrive in a fully remote

Qualifications

• 3+ years in Customer Success or a similar customer-facing role.
• Experience managing a portfolio of customers with multiple stakeholders.
• Proven track record in driving adoption, retention, and renewals.
• Ability to translate customer goals into practical solutions and recommendations.
• Comfortable using customer data to identify risks and opportunities.
• Strong communication and presentation skills with technical and non-technical audiences.
• Problem-solving mindset with sound judgment in challenging situations.
• Ability to manage multiple relationships and priorities in a fast-paced, fully remote environment.

Responsibilities

• Own and manage a portfolio of customer relationships through the lifecycle.
• Lead customers through onboarding and implementation to realize value quickly.
• Build strong relationships with key stakeholders and understand goals and use cases.
• Drive product adoption by sharing best practices and opportunities for value.
• Proactively engage to understand experience, needs, and risks.
• Monitor engagement and health to identify retention risks and growth opportunities.
• Support renewals and identify expansion opportunities with Sales when appropriate.
• Act as the voice of the customer to Product, Engineering, and Sales teams.

Skills

Customer Success

Account Management

SaaS Experience

Job description

ABOUT PROMPT.IO INC
Prompt.io Inc. is the winning and influence engine that partners with organizations of all sizes and scale to engage and activate supporters. We are a non-partisan company that helps political campaigns, advocacy organizations, unions, government representatives, nonprofits, and other mission-driven organizations connect with their audiences through texting, and engagement tools.

ABOUT PROMPT.IO INC
Prompt.io Inc. is the winning and influence engine that partners with organizations of all sizes and scale to engage and activate supporters. We are a non-partisan company that helps political campaigns, advocacy organizations, unions, government representatives, nonprofits, and other mission-driven organizations connect with their audiences through texting, and engagement tools.
We're a growing tech company where individual contributions can have an outsized impact. We value people who take ownership, bring ideas, move with purpose, and are excited to help build what comes next. As a result of that growth, we are aggressively adding business lines that deliver unique value for our core markets.
ABOUT THE ROLE
Prompt.io Inc is looking for a Customer Success Manager to build strong customer relationships and help our customers get meaningful, ongoing value from our platform. You’ll own the customer relationship throughout the customer lifecycle, from onboarding and adoption through renewal and expansion. We are a fully remote company with customers in every North American timezone.
You’ll serve as a trusted partner to your customers, helping them achieve their goals, identify opportunities to get more value from Prompt.io Inc, and navigate challenges along the way. You’ll also work closely with Sales, Support, Product, and Engineering to advocate for customer needs and deliver a great customer experience. The CSM will report directly to our VP of Customer Success & Experience.

WHAT YOU'LL DO

• Own and manage a portfolio of customer relationships throughout the customer lifecycle.
• Lead customers through onboarding and implementation, helping them get up and running successfully and realize value quickly.
• Build strong relationships with key customer stakeholders and develop a clear understanding of their goals, priorities, and use cases.
• Drive product adoption by helping customers understand best practices, capabilities, and opportunities to get more value from Prompt.io.
• Proactively engage with customers to understand their experience, identify needs, and address potential risks before they become larger issues.
• Monitor customer engagement and health to identify retention risks and opportunities for growth.
• Manage customer renewals and work proactively to support strong retention.
• Identify expansion opportunities based on customer needs and partner with Sales when appropriate.
• Serve as the voice of the customer internally, sharing feedback and insights with Product, Engineering, Sales, and other teams.
• Partner with Support and other internal teams to help resolve customer issues and ensure a seamless customer experience.
• Maintain accurate customer information, activity, and account plans in our systems.
• Develop a deep understanding of Prompt.io's platform and become a trusted resource for customers.

WHAT WE'RE LOOKING FOR

• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role, ideally within a SaaS or technology company.
• Experience managing a portfolio of customers and building long-term relationships with multiple stakeholders.
• Demonstrated experience driving customer adoption, retention, and renewals.
• Ability to understand customer goals and translate them into practical solutions and recommendations.
• Comfortable using customer data and engagement signals to identify risks and opportunities.
• Strong communication and presentation skills, with the ability to work with both technical and non-technical audiences.
• Strong problem-solving skills and the ability to navigate customer challenges with sound judgment.
• Ability to manage multiple customer relationships and priorities in a fast-paced environment.
• Experience working cross-functionally with teams such as Sales, Product, Support, and Engineering.
• Strong organization and follow-through, particularly in a fully remote environment.

HOW YOU WORK

• You take ownership of your customer relationships and follow through on commitments.
• You’re proactive—you don't wait for a customer to tell you something is wrong before engaging.
• You’re curious and take the time to understand what a customer is trying to accomplish, not just what they're asking for.
• You’re a creative problem solver who finds a way forward when challenges arise.
• You build trust through clear, thoughtful, and responsive communication.
• You can balance being a strong customer advocate with the needs and priorities of the business.
• You’re comfortable working independently while collaborating with others when it leads to a better customer