Customer Success Manager

Savance; Walled Lake (MI); Remote; USD 80,000 - 120,000; Full time

Job summary

Savance is seeking a dedicated Customer Success Manager to oversee our client relationships, ensuring satisfaction, retention, and successful solution delivery. The ideal candidate will possess exceptional communication skills and a strong background in customer-facing roles. You will manage a diverse portfolio, focusing on renewals and upsells while acting as a trusted advisor to our clients. If you're a self-starter with a passion for technology and customer service, you may be the perfect fit for our dynamic team.

Benefits

401k with company matching

Health, dental, and vision insurance

Flexible working schedule

Performance-based bonuses

2 weeks of paid time off

8-10 paid holidays a year

Qualifications

• 4+ years in client-facing roles (Sales, Customer Success, Account Management).
• Experience in managing a large portfolio of technical software clients.
• Demonstrated success in contract renewals and customer retention.

Responsibilities

• Manage entire customer lifecycle post-sale, focusing on renewals and account expansion.
• Proactively ensure customer satisfaction through engagement and relationship management.
• Drive overall account health and maximize product utilization and growth.

Skills

Communication

Problem-Solving

Organization

Analytical Skills

Interpersonal Skills

Education

Bachelor's Degree preferred

Tools

Asana

Hubspot (CRM)

G-Suite

Microsoft Office

Job description

What We Are Looking For

As a Customer Success Manager (CSM) at Savance Workplace, you will be the strategic point of contact for our existing resellers and customers. Your primary focus will be on renewals, account expansion, upsells, and customer retention. You will serve as a trusted advisor and internal advocate for your customers, helping them drive value from our solutions and achieve their business goals.

You will manage a diverse portfolio of 1000+ organizations, including large, complex, global enterprises. Your success in this role will be measured by customer satisfaction, renewal rates, revenue growth through expansion and upsells, and long-term customer loyalty.

About Savance

Savance is a fast-paced, dynamic, challenging, and demanding environment; and also a fun and rewarding place to work. We thrive as a team and are always looking for the people who are the right fit and have the right attitude to bring even greater success and camaraderie to the table. To excel at Savance, you must love to be challenged, seek out opportunities to develop your skills, be confident yet humble, and be able to learn from your mistakes. We thrive working alongside smart, independent, and self-motivated people who get along well with others. If you have a can-do attitude and seek a challenging, rewarding position with a great team, Savance is the place for you!

What You Will Be Doing

• Post Sale Lifecycle Maintenance – Own and manage the entire customer lifecycle post-sale, including onboarding, account development, renewal, and expansion.
• Customer Retention – Proactively drive customer success initiatives, ensuring high customer satisfaction and long-term retention by maintaining close relationships and ensure maximum usage, engagement, growth and overall value by multiple means.
• Drive Value – Articulate and drive customer value by identifying all pain points and opportunities across multiple departments in order to leverage specific use cases that drive business outcomes and ensure solutions are successfully delivered and utilized.
• Build and foster strong relationships – Connect with key stakeholders, partners, and systems integrators to expand Savance Workplace’s reach and impact. Conduct regular account reviews, performance/usage reporting, and strategic planning with customers.
• Expand – Identify expansion opportunities and help sales target similar accounts and use cases.
• Contract Renewal – Leverage relationships to present renewal invoices and navigate the customer’s approval and payment process to secure timely payments.
• Savance Customer Representative – Act as a customer advocate and representative using the customer’s perspective to advise Savance on business priorities.
• Drive Overall Account Health – Secure strong relationships at all levels to maximize product adoption, usage, value, growth, renewal, case studies, testimonials, referrals, and overall customer satisfaction.
  
  

OUR IDEAL CANDIDATE HAS

• 4+ years of experience in a client-facing role such as Sales, Customer Success, or Account Management.
• Proven ability to manage and prioritize a large portfolio of clients.
• Experience working with complex, technical software products, preferably in a SaaS environment.
• Exceptional communication, interpersonal, and presentation skills—both written and verbal.
• Ability to lead strategic and technical discussions with stakeholders at all levels.
• Demonstrated success in upselling, contract renewal, and customer retention.
• Strong organizational and analytical skills—you never leave tasks lingering and always follow through.
• Self-starter with a great work ethic and the flexibility to adapt in a high-growth, fast-paced environment.
• Experience working cross-functionally with sales, engineering, and support teams.
• Comfortable working independently with minimal supervision.
• Deep familiarity with tools like Asana, Hubspot (CRM), G-Suite, and Microsoft Office.
• Passionate about technology, customer service, and continuous learning.
• Highly trustworthy, computer-savvy, problem-solving, and solutions-oriented mindset.
• Excellent time management, prioritization, and multitasking abilities.
  
  

Bonus Qualifications

• Experience working with integrators and channel partners to expand solution reach.
• Prior experience in the security industry.
• Experience in onboarding and training new customers on highly configurable software solutions.
  
  

TYPE OF PERSON WE WANT IS

• Organized – with so many activities and action items to stay on top of, organization is key.
• Computer Savvy – we’re a tech company, so the higher tech you are, the better you’ll be for this position.
• Strong Communicator – good written and oral communications are imperative. English and grammar need to be impeccable.
• Problem-Solver – day-to-day activities involve problems that need to be solved, and our clients are looking for solutions to their problems.
• Self-motivated – we don’t micromanage, and you’ll be expected to oversee and execute many functions.
• Quick learner – we expect you to come up to speed quickly.
• Trustworthy – you will have direct access to key customers. You will also have the ability to work from home, so you must be trusted on multiple levels.
• Confident – sometimes we don’t sugar coat feedback, so you have to have thick skin or get it right the first time.
• Great work ethic – someone who has passion for their work, takes pride in what they do, and does what it takes to get the job done rather than someone who is looking for a standard 9-5.
• Versatile – can wear many hats and take on many tasks.
  
  

Compensation & Benefits

• Competitive pay package (base salary + commission) and consistent performance bonuses
• Performance-based bonuses
• 2 weeks of paid time off
• 8-10 paid holidays a year
• 401k with company matching
• Health, dental, and vision insurance
• Flexible working schedule
• Remote, work from home position