Customer Success Manager

Ladders; United States; Remote; USD 143,000 - 193,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Generous paid time off

Professional development

Flexible work hours

Job summary

Ladders, a leader in Consumer Technology, is seeking a Customer Success Manager to join the team remotely in the United States. You will manage a portfolio of customers, strengthen relationships with key stakeholders, and drive adoption, retention, and renewals.

You will partner with Sales and cross-functional teams to identify risks, tailor solutions to customer goals, and translate signals into actionable retention strategies, with a consultative approach and executive presence.

Qualifications

• 4+ years in B2B SaaS Customer Success or Account Management with portfolio management experience.
• Proven track record of impacting customer renewals and retention with measurable results.
• Strong ability to identify customer risks and develop proactive mitigation strategies.

Responsibilities

• Build and maintain relationships with key stakeholders across customer organizations.
• Own a portfolio and manage customer health, adoption, and retention risk proactively.
• Execute mutual success plans aligning solutions with customer goals.
• Lead customer renewals by strategizing and managing interactions effectively.
• Facilitate business reviews to showcase value and strengthen stakeholder alignment.
• Collaborate with Sales and cross-functional teams to enhance account strategies.
• Utilize customer insights to prioritize interventions and enhance retention efforts.

Skills

Portfolio management

Executive stakeholder management

Renewals & retention

B2B SaaS

Job description

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

This role will focus on managing a portfolio of customers, strengthening relationships with key stakeholders, and driving adoption, retention, and renewal outcomes. You will partner closely with Sales and cross-functional teams to proactively identify risks, align solutions to customer goals, and demonstrate business value. The ideal candidate will bring a consultative approach, strong executive presence, and the ability to translate customer signals into actionable retention strategies.

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

Compensation: $142,700 - $193,100 annually

Responsibilities

• Build and maintain relationships with key stakeholders across customer organizations.
• Own a portfolio and manage customer health, adoption, and retention risk proactively.
• Execute mutual success plans aligning solutions with customer goals.
• Lead customer renewals by strategizing and managing interactions effectively.
• Facilitate business reviews to showcase value and strengthen stakeholder alignment.
• Collaborate with Sales and cross-functional teams to enhance account strategies.
• Utilize customer insights to prioritize interventions and enhance retention efforts.

Qualifications

• 4+ years in B2B SaaS Customer Success or Account Management with portfolio management experience.
• Proven track record of impacting customer renewals and retention with measurable results.
• Strong ability to identify customer risks and develop proactive mitigation strategies.
• Experience building relationships with executive-level stakeholders in large organizations.
• Demonstrated business acumen linking product adoption to customer objectives.
• Excellent analytical skills to assess customer signals and inform decisions.
• Collaborative experience navigating complex customer situations across multiple teams.

Benefits

• Comprehensive health, dental, and vision insurance.
• 401(k) retirement savings plan with company matching.
• Generous paid time off and holiday leave policies.
• Opportunities for professional development and continuous learning.
• Flexible work hours and remote work options.

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.