Customer Success Manager (12 Months FTC)

Remote Worker LTD.; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Sphera is seeking a Customer Success Manager in the United States to guide customers through their lifecycle with our SaaS platform and to mitigate risk while driving measurable value.

You will educate customers on product features, foster adoption, and maintain proactive communication to build strong relationships. This role emphasizes renewal and expansion opportunities within a customer-centric team.

Qualifications

• 2-5 years of experience in Customer Success, Account Management, Support, or a related customer-facing role—preferably in SaaS.
• Strong communication and interpersonal skills; ability to build rapport with diverse customers.
• Passion for technology and willingness to learn SaaS products deeply.
• Problem-solving mindset with the ability to manage multiple tasks and priorities.
• Experience with CRM or CSP tools (e.g., Salesforce).
• Bachelor’s degree or equivalent experience.

Responsibilities

• Assist in developing onboarding plans, timelines, and success criteria.
• Educate customers on product features, updates, and use cases to drive adoption.
• Build strong, trusted relationships with customers through regular check-ins and proactive communication.
• Act as a point of contact for low- to mid-tier accounts, helping them navigate the platform and resolve questions.
• Monitor customer health scores and identify opportunities to improve satisfaction and engagement.
• Collaborate with Support, Product, and Engineering teams to ensure timely resolution of customer issues.
• Escalate product bugs or feature requests and follow up to communicate outcomes to customers.
• Track customer activity and adoption metrics using CRM/CSP tools (e.g., Salesforce).
• Assist with customer business reviews and preparation of performance reports.
• Identify patterns in customer behavior and surface insights to improve processes.
• Contribute to renewal activities by ensuring customers achieve their desired outcomes.
• Identify expansion opportunities and collaborate with Sales on cross-sell or upsell motions.

Skills

Communication

Interpersonal skills

Relationship-building

Problem-solving

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Job description

Sphera is a leading global provider of enterprise software and services that enables companies to manage and optimize their environmental, health, safety and sustainability. Our mission is to create a safer, more sustainable and productive world.

Sphera is a portfolio company of Blackstone, a U.S.-based alternative asset investment company that focuses on private equity, technology and innovation, and more. Blackstone businesses succeed through strong partnerships, a personalized approach and a commitment to exceptional performance with uncompromising integrity. Sphera and Blackstone are leaders in the Environmental, Social and Governance (ESG) space.

We are guided by our core values of Customer Centricity, Accountability, Bias to Action, Innovation, and Collaboration. These values help us recruit the right talent to join our rapidly expanding team of around the globe. It is important to us that each and every Spherion is not only eager to challenge themselves and knows how to get work done but is an awesome addition to our company culture.

As a Customer Success Manager, you’ll play a key role in supporting our customers throughout their lifecycle with our SaaS platform. You will help mitigate risk, provide ongoing guidance, foster product adoption, and ensure customers achieve measurable value. This role is ideal for someone who is proactive, relationship-driven, and eager to grow in the SaaS industry.

Responsibilities

Customer Adoption

• Assist in developing onboarding plans, timelines, and success criteria.

• Educate customers on product features, updates, and use cases to drive adoption.

Customer Relationship Management

• Build strong, trusted relationships with customers through regular check-ins and proactive communication.

• Act as a point of contact for low- to mid-tier accounts, helping them navigate the platform and resolve questions.

• Monitor customer health scores and identify opportunities to improve satisfaction and engagement.

Support & Issue Resolution

• Collaborate with Support, Product, and Engineering teams to ensure timely resolution of customer issues.

• Escalate product bugs or feature requests and follow up to communicate outcomes to customers.

Data, Insights & Reporting

• Track customer activity and adoption metrics using CRM/CSP tools (e.g., Salesforce, Gainsight, HubSpot).

• Assist with customer business reviews and preparation of performance reports.

• Identify patterns in customer behavior and surface insights to improve processes.

Customer Retention & Growth

• Contribute to renewal activities by ensuring customers achieve their desired outcomes.

• Identify expansion opportunities and collaborate with Sales on cross-sell or upsell motions.

Qualifications

• 2-5 years of experience in Customer Success, Account Management, Support, or a related customer-facing role—preferably in SaaS.

• Strong communication and interpersonal skills; ability to build rapport with diverse customers.

• Passion for technology and willingness to learn SaaS products deeply.

• Problem-solving mindset with the ability to manage multiple tasks and priorities.

• Experience with CRM or CSP tools (e.g., Salesforce).

• Bachelor’s degree or equivalent experience.

Sphera is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all colleagues.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.