Customer Success Manager (SaaS)

Engine; Rogers (AR); On-site; USD 65,000 - 100,000; Full time

Benefits offered by this job

Competitive salary

Bonuses

Health insurance

Professional development opportunities

Job summary

Engine in Rogers, AR is seeking a Customer Success Manager to bridge customer success, project communication, and account management for a growing SaaS organization. This on-site role focuses on delivering value, proactive updates, and trusted partnerships that drive business outcomes.

You will manage relationships, guide adoption and renewals, and coordinate with cross-functional teams to align priorities with customer goals.

Qualifications

• 3–5 years in account management or customer success in SaaS.
• 3–5 years in CPG sales or related retail team roles.
• Strong communication, organizational, and problem-solving skills.
• On-site in Rogers, AR required.

Responsibilities

• Serve as primary contact for assigned accounts, aligning goals with our product capabilities.
• Lead proactive communication with customers about project updates, timelines, and issues.
• Anticipate and address concerns, coordinating with internal teams to resolve challenges.
• Develop deep understanding of each customer’s objectives, KPIs, and success criteria to drive value.
• Translate customer needs into clear internal priorities with project and support teams.
• Track account health metrics and take action to improve retention and outcomes.
• Lead Quarterly Business Reviews and executive sponsor updates to demonstrate value.
• Support renewal processes by showing ROI and reinforcing customer value.

Skills

Account management

Customer success

Communication

Problem solving

Stakeholder management

Job description

Full-time, On-site

Customer Success Manager (SaaS)

Rogers, AR

Position Overview

We are seeking an experienced and proactive Customer Success Manager to join our growing SaaS organization. This role bridges customer success, project communication, and account management—ensuring every customer receives exceptional value, clear communication, and a trusted partnership that drives business outcomes.

Success in this role looks like

• Customers feel informed, valued, and confident in their partnership.
• Issues are identified early and managed proactively.
• Internal teams are aligned around clear priorities and customer objectives.
• Accounts show consistent growth in adoption, satisfaction, and renewal.

Responsibilities

• Customer Relationship Management: Serve as the primary point of contact for assigned accounts, building trusted relationships and ensuring alignment between customer goals and our product capabilities.
• Customer Communication: Lead proactive communication with customers regarding project updates, deliverables, timelines, and any issues that may arise—ensuring customers always feel informed and supported.
• Issue Management & Escalation: Anticipate and address customer concerns early, coordinating across internal teams to resolve challenges swiftly and transparently.
• Account Strategy & Growth: Develop a deep understanding of each customer’s business objectives, KPIs, and success criteria. Identify opportunities for product adoption, expansion, and value realization.
• Task & Priority Management: Translate customer needs into clear internal priorities, working with project and support teams to ensure timely and accurate execution.
• Customer Health Monitoring: Track account health metrics (usage, engagement, satisfaction) and take action to improve outcomes and retention.
• Formal Business Reviews: Lead structured business reviews—including Quarterly Business Reviews (QBRs) and executive sponsor updates—to communicate progress, demonstrate value, and align future priorities.
• Renewals & Retention: Support renewal processes by demonstrating ROI, reinforcing customer value and ensuring long-term satisfaction.

Qualifications

• 3–5 years of experience in account management, customer success, or relationship management, preferably in a SaaS or technology-driven environment.
• 3–5 years of experience in CPG in sales, category, insights, or related retail team customer-facing role.
• Strong communication, organizational, and problem-solving skills.
• Proven ability to manage multiple priorities and stakeholders with professionalism and clarity.
• A customer-first mindset with a passion for delivering exceptional experiences.
• Ability to understand technical concepts and translate them into business value for customers.
• Must be able to work on-site at our Rogers, AR office on a regular basis.

Nice to Have

• Experience working with cross-functional teams (Engineering, BI Development, Sales, Support, Implementation).
• Background in managing enterprise or mid-market accounts.
• Confidence leading customer meetings, QBRs, and executive-level discussions.
• Strong analytical and reporting skills to track account performance and customer outcomes.
• Experience in a similar role with a 3rd party brokerage/agency.

Benefits & Perks

Engine is proud to offer comprehensive benefits, and a collaborative and inclusive work environment that fosters growth and innovation.

• Competitive salary
• Performance-based bonuses
• Comprehensive health, dental, and vision insuranceProfessional development opportunities

Please note: At this time, we are unable to offer employment sponsorship to candidates who require it, now or in the future.