Customer Success Manager - Formation, stage

3E; Michigan; À distance; USD 78 000 - 84 000; Plein temps

Avantages offerts par ce poste

Health, dental and vision insurance

Life insurance & disability coverage

Employee assistance program

Remote work opportunity

Résumé du poste

3E seeks a Customer Success Manager to transform customer relationships into lasting partnerships for its regulatory intelligence and AI solutions. You will educate clients, guide adoption, and collaborate with Account Managers to drive retention and growth across Eastern and Central time zones.

You will build trusted partnerships, monitor usage, and coordinate with Onboarding, Support, and Product teams to deliver proactive, value-driven outcomes.

Qualifications

• 3+ years in Customer Success, Account Management or related roles in SaaS/tech.
• Experience teaching software and driving adoption and value.
• Strong organizational skills and ability to manage multiple priorities.
• Familiarity with Microsoft 365 apps and learning new systems/tools.
• Experience supporting renewals, retention or expansion in a recurring-revenue model.
• Knowledge of CS metrics like NRR, adoption and engagement.
• Experience with Salesforce, Gong or similar platforms.

Responsabilités

• Partner with two Account Managers to guide customers through complex solutions.
• Deliver product education, training, and consultative problem-solving.
• Develop and execute customer success plans to increase usage and engagement.
• Proactively identify risks and coordinate cross-team solutions before issues escalate.
• Support renewal and expansion efforts through strong relationship management.

Connaissances

Relationship-building

Customer onboarding

Training customers

Account management

Cross-functional collaboration

Renewals & expansion support

Microsoft 365 apps

Salesforce

Gong

AI-enabled tools awareness

Outils

Salesforce

Gong

Description du poste

We offer award-winning regulatory intelligence and AI solutions to help organizations protect people and products. With over 35 years of experience and a global presence, we empower our customers with innovative compliance solutions.

Partner with enterprise customers and global experts to advance environmental safety and solve complex data science challenges.

At 3E, we're seeking a Customer Success Manager who can transform customer relationships into lasting partnerships and help clients fully leverage our evolving portfolio of solutions.

This role offers the chance to make a meaningful impact by engaging with customers, providing product education, and offering consultative problem-solving. You'll partner closely with two Account Managers, becoming a trusted advisor to their customers as you guide them through complex solutions, highlight valuable features, and support them in achieving their business objectives.

You will play a key role in shaping the customer experience, from building their confidence in our products to identifying opportunities for greater adoption, and proactively addressing challenges that could impact retention. Throughout this process, you'll collaborate with teams across Customer Success, Onboarding, Support, and Product to connect customers with the expertise and resources they need.

If you're passionate about helping customers explore new possibilities, building relationships, simplifying complex technology, and taking ownership to maximize the value of their technology, this is your opportunity to make a tangible difference through your work.

Location & Work Arrangement: This is a fully remote position supporting customers and internal partners across Eastern and Central time zones, with the option to work in a hybrid arrangement if located near a 3E office. The role requires 10–20% travel.

Develop trusted partnerships with customer stakeholders, understand their business priorities, and help them realize ongoing value from 3E solutions.

Turn product knowledge into customer success. Guide customers through product capabilities, deliver training, and help them confidently adopt new features and workflows that support their goals.

Create and execute customer success plans, lead proactive outreach, and identify opportunities to increase product usage and engagement.

Partner to support retention and growth. Collaborate closely with two Account Managers to strengthen customer relationships, identify opportunities to expand value, and contribute to renewal success.

Get ahead of customer challenges. Monitor engagement, product usage, and customer feedback to recognize potential risks early, set clear expectations, and coordinate solutions before issues escalated.

Connect customers with the right expertise. Work across Customer Success, Onboarding, Support, and Product to address customer needs, coordinate resources, and ensure timely follow-through.

Be a voice for the customer. Share insights, feedback, and emerging needs with internal teams to help improve products, processes, and the overall customer experience.

Build knowledge of 3E's product portfolio, including Protect and Insight, and help customers discover capabilities that make their work easier and more effective.

You're someone who genuinely enjoys helping customers succeed. 3+ years of experience in Customer Success, Account Management, client services, software training, or a related customer-facing role in a SaaS, technology, information services, or a similar environment.

• Strong relationship-building skills and the ability to engage confidently and empathetically with different customer stakeholders.
• Experience helping customers learn software, adopt new capabilities, and achieve meaningful outcomes.
• Strong organizational skills, with the ability to coordinate customer meetings, manage competing priorities, and follow through on commitments.
• Working knowledge of Microsoft 365 applications, including Excel, Outlook, Word, and PowerPoint, and the ability to learn new systems and tools.

• Experience supporting customer renewals, retention, or expansion in a recurring-revenue business.
• Familiarity with customer success measures such as net revenue retention (NRR), product adoption, and customer engagement.
• Experience with Salesforce, Gong, or similar CRM and customer engagement platforms.
• Exposure to environmental, regulatory, compliance, chemical, or other complex B2B software solutions.
• Experience supporting mid-market or enterprise customers across different locations.
• Familiarity with AI-enabled tools and an interest in exploring how emerging technology can improve customer experiences and workflows.

The estimated annual On-Target Earnings (OTE), including base salary and variable compensation, for this role are $78,000–$84,000 .

The final offer will depend on several factors, including the successful candidate's skills, depth of work experience, location, and relevant licenses or qualifications. In addition to base salary, certain roles may qualify for performance-based incentives and/or equity, with eligibility depending on the position. These rewards are based on a combination of company performance and individual achievements.

• Health, dental, and vision insurance
• Life insurance and disability coverage
• Employee assistance program
• 3E is currently authorized to hire in the following U.Visit our Website or follow us on LinkedIn