Customer Success Manager

Hawk Ridge Systems; United States; Remote; USD 55,000 - 60,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Life insurance

401k match

Paid time off

Job summary

Hawk Ridge Systems is seeking a Customer Success Manager in the United States to manage a portfolio of 300–400 small accounts through the full customer lifecycle, including SaaS activation, adoption, expansion, and renewals.

You will serve as the primary account manager for your customers, coordinating onboarding, delivering monthly business reviews, and driving revenue growth through upsell opportunities while maintaining strong relationships and accurate CRM data.

Qualifications

• 3+ years in customer success or related role.
• Ability to manage 300–400 small accounts with regular outreach.
• Some sales experience with targets or upsell/cross-sell opportunities.
• Experience using a CRM and common business tools (MS Office, Zoom).
• Strong verbal and written communication, relationship-building and multitasking skills.
• Familiarity with value-based selling and forecasting SaaS KPIs; CAD/SOLIDWORKS exposure is a plus.

Responsibilities

• Manage a portfolio of approximately 300–400 small accounts through the full customer relationship cycle.
• Serve as the primary account manager and strategic partner for assigned customers.
• Maintain regular customer contact through daily, monthly, and quarterly outreach.
• Conduct monthly business reviews with customers and achieve KPIs and revenue targets.
• Proactively present product solutions and identify upsell/cross-sell opportunities.
• Coordinate onboarding with internal teams and manage renewal processes.
• Provide reliable weekly forecasts and support other CSMs as needed.

Skills

Customer success

Account management

B2B sales

CRM (Salesforce)

Communication

Forecasting

Tools

Salesforce

Microsoft Office

Zoom

Job description

Career Opportunities with Hawk Ridge Systems

A great place to work.

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Exciting Customer Success Manager Opportunity with a Leading 3D Design & Manufacturing Solutions Provider: Hawk Ridge Systems!

(Monday–Friday, 8 a.m. – 5 p.m. ET preferred; MST, Central, or PST hours may also be considered.)

Be part of the exciting growth in design and manufacturing solutions by joining the successful Customer Success team at Hawk Ridge Systems. As an industry leader in SOLIDWORKS and the Dassault Systèmes 3DEXPERIENCE platform, we are looking for a driven, customer-focused Customer Success Manager (CSM) to support and guide assigned customer accounts. In this high-impact, relationship-focused role, you will manage the full customer lifecycle, from new product purchases and SaaS activation to adoption, expansion, and renewals. As the primary account manager for your customer portfolio, you will serve as a strategic partner who helps customers maximize the value of their Hawk Ridge Systems solutions.

If you enjoy helping customers succeed, collaborating cross-functionally, solving problems, and building long-term customer loyalty, this is an exceptional opportunity to grow your career.

Our culture is driven by our core values – Being People Centric, caring about our team members, customers, and our community; Driving Excellence for ourselves and our customers; and Staying Stragile by seizing opportunities and challenges and adapting quickly. If these values are ingrained in your core and you aspire to work at a fun, empowering, and successful company, this is a fantastic opportunity for you to take the next step in your career!

WHAT YOU WILL BE DOING IN THIS CUSTOMER SUCCESS MANAGER ROLE

Manage a portfolio of approximately 300–400 small accounts through the full customer relationship cycle, including new product purchases, SaaS activation, adoption, expansion, subscriptions, and renewals.

Serve as the primary account manager and strategic partner for assigned customers.

Maintain regular customer contact through daily, monthly, and quarterly outreach.

Conduct monthly business reviews with customers.

Achieve monthly and annual KPIs and revenue targets.

Proactively present product solutions, address customer challenges, and identify upsell and cross-sell opportunities.

Convert quotes into sales orders and process credit card payments.

Create renewal quotes in Salesforce and maintain accurate CRM information, including contacts, activities, opportunity stages, and forecasts.

Coordinate customer onboarding with the appropriate internal office and team members.

Partner closely with colleagues and SOLIDWORKS staff to provide outstanding customer service, secure software discounts, and complete deal registration.

Manage the renewal and sales pipeline and provide reliable weekly forecasts.

Provide coverage for other CSMs when they are out of the office and attend work events as needed.

WHAT WILL YOU NEED FOR SUCCESS IN THIS CUSTOMER SUCCESS MANAGER ROLE

3+ years of experience in customer success, account management, B2B sales, or a related customer-facing role.

Ability to manage 300–400 small accounts, stay organized, and proactively maintain regular customer contact through daily, monthly, and quarterly outreach.

Some sales experience is required, such as meeting sales targets or identifying and advancing upselling or cross-selling opportunities.

Experience using a CRM (customer relationship management) system and common business tools, such as Microsoft Office and Zoom, as well as the ability to manage a high-volume workload.

Experience proactively engaging customers and maintaining relationships, along with superior customer service, strong verbal and written communication, relationship-building, problem-solving, and multitasking skills.

Familiarity with value-based selling; the ability to forecast sales, manage pipeline activity, and support SaaS-related KPIs using strong analytical skills; and the ability to learn Hawk Ridge Systems’ products and services.

Experience in technical B2B sales or SaaS activation, and/or with CAD (preferably SOLIDWORKS), manufacturing processes, workflows, or related software or technology, is preferred.

Autonomous, high-energy, detail-oriented, and self-driven team player with a strong work ethic who thrives in a fast-paced, entrepreneurial environment.

MORE REASONS TO JOIN THE HAWK RIDGE SYSTEMS TEAM

Excellent medical, dental, life, and long-term disability insurance; an Employee Assistance Program (EAP); and wellness initiatives.

Competitive compensation plan.

401(k) plan with company match.

Exceptional time-off benefits, including vacation, paid sick time, holidays, your birthday off, an Impact & Inclusion Day of your choice, paid parental leave, and community service days.

Outstanding training, onboarding, mentoring, and coaching.

Strong opportunities for career development and growth.

Work at a fun, successful, growing company with more than 25 years of history and a team-focused culture.

Work/life balance: Enjoy the flexibility of working remotely in this role.

Hawk Ridge Systems has determined that the new-hire hourly pay range for this role is $26.50 to $28.85 per hour, plus performance-based compensation of up to $35,000 annually. Your pay will be based on several factors, including your knowledge, skills, qualifications, experience, and location. Base pay is one part of our total compensation and benefits package. We invite you to review the benefits listed above, including paid time off for your birthday, community service, paid parental leave, and a company-matched 401(k).

Hawk Ridge Systems is proud to be an Equal Opportunity Employer. We prohibit discrimination and harassment of any type and provide equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We comply with the spirit and letter of all applicable laws and regulations.