Customer Success Manager / Sr CSM

Swooped; United States; Remote; USD 95,000 - 130,000; Full time

Job summary

A leading company in the education technology sector is seeking a Customer Success Manager to enhance product adoption and customer satisfaction. This role involves building relationships, managing customer accounts, and collaborating with internal teams to drive success. The ideal candidate will have extensive experience in customer-facing roles, particularly in SaaS, and a passion for helping customers achieve their goals. The company offers a remote-first culture with opportunities for professional growth and a comprehensive benefits package.

Benefits

Medical insurance

Dental and Vision insurance

Flex PTO

Wellness Days

Contribution towards workstation setup

Qualifications

• 7+ years of experience in a customer-facing role at a SaaS company.
• Strong track record of building customer relationships.

Responsibilities

• Increase product adoption and onboard new customers.
• Build long-lasting relationships with customers.

Skills

Communication

Customer Relationships

Time Management

Tools

HTML

CSS

Job description

2 days ago Be among the first 25 applicants

The company is dedicated to transforming learning by providing a cutting-edge and adaptable learning experience for certification, credentialing, test preparation, continuing education, and training. Their platform empowers associations, credentialing bodies, and training companies to deliver engaging and effective learning experiences for individuals seeking career advancement. They leverage innovative learner-centered technology, including personalization, gamification, data science, usability, and omnichannel delivery. Their cloud-based learning platform has experienced significant growth, reaching millions of learners worldwide, demonstrating the success and impact of their innovative learning solutions.

About The Role

The Customer Success Manager (CSM) works closely with customers to understand their needs, promote product adoption, and ensure long-term satisfaction. This customer-facing role requires deep product knowledge, including technical aspects like SSO, APIs, and data integration. The CSM acts as a trusted advisor, manages key relationships, and collaborates across teams to drive customer success. The company is hiring for both mid-level and senior-level CSM positions.

Strategic Success Manager vs Customer Success Manager

The Customer Success Team is comprised of both roles! So what’s the difference?

Strategic Success Managers:

• Are the account owners. Meet less frequently with customers but work with them more strategically on long-term goals. Manage all contracts and expansion opportunities. Their primary customer outcome is customer renewal.

Customer Success Managers:

• Are the day-to-day customer advocates; have deep product knowledge and can triage with customers on things like SSO, webhooks, data, and APIs. Their primary customer outcome is product adoption.

Key Responsibilities:

Adoption:

• Increase product adoption by driving customer awareness and adoption of key features, new product releases, and best practices.
• Onboard new customers to the platform, ensuring understanding and success of all products.

Customer Relationships:

• Build long-lasting relationships by managing a book of business of our customers, building relationships with your key stakeholders, and building advocates by providing an above-and-beyond customer experience.
• Triage critical customer issues to resolution.
• Ensure customers feel well supported with your sense of urgency and advocacy for their questions, issues, and escalations.
• Work cross-functionally with internal partners in support, product, and engineering.
• Provide internal feedback on product enhancements and how to better serve customers.

Lead Gen:

• Work directly with customers to understand their other pain points and needs that the platform could support with other products, and pass to the Sales team.
• Identify and qualify add-on opportunities and support renewal negotiations in partnership with Account Manager counterparts.

What Success Looks Like

Customer Satisfaction: Achieve high Net Promoter Scores (NPS) by consistently delivering value, resolving customer pain points, and ensuring they view you as a reliable, trusted advisor.

Product Adoption: Drive measurable increases in feature utilization and product adoption rates among customers, ensuring they maximize their investment in the platform.

Issue Resolution: Quickly and effectively resolve customer issues, minimizing downtime and maintaining their trust. Maintain a high resolution rate for escalations and critical support tickets.

Customer Relationships: Build strong relationships with admin users and key stakeholders, becoming a go-to resource for their day-to-day needs and product-related questions. And, develop advocates within the customer base who actively promote the platform within their organizations.

Internal Collaboration: Provide valuable feedback to the product and engineering teams to improve offerings and align them with customer needs. And partners effectively with Account Managers and Solutions Engineers to support renewals, upsells, and overall account health.

Impact Metrics:

• Customer NPS
• Product Adoption
• Lead Generation
• Team Customer Renewals

Required / Preferred Skills and Experience:

• Master the product suite and the nuances of the offerings
• 7+ years of work experience at a SaaS company in a customer-facing role supporting complex, technical products
• Stellar written and verbal communication skills
• Track record of building strong customer relationships
• Eagerness to work extremely hard on a growing team
• Flexibility with changing job duties and responsibilities
• Excellent at time management, prioritizing tasks and adapting on a day-to-day basis
• Passion for training both customers and internal teams
• Interest in actively working with product and engineering teams
• Proficiency in HTML and CSS
• Experience with SSO integrations and webhooks

Travel Requirements: Willingness to travel to customer locations and company retreats as needed (approximately 30%).

Life at the Hiring Company:

Team members work at the company because they’re dedicated to the mission, and each day they have an opportunity to be challenged and learn. They work hard and have lots of fun. Culture is the lifeline. They celebrate their people, both professionally and personally. They care about learning so much that they offer employees annual stipend dollars to develop their skills so they can continue to operate every day with new skills.

Flexibility:

The company is a remote-first company that empowers the team to work where they thrive—whether that’s at home or in the office. They hire talent from across the U.S., embracing the flexibility and inclusivity that remote work offers. Interviews, onboarding, and daily collaboration happen virtually, with intentional moments for connection.

While remote work is the foundation, the hiring company also believes in the value of in-person collaboration. That’s why they host three “Together Weeks” each year at the Chicago office—days of learning, innovation, and celebration with the entire team. These gatherings help strengthen relationships and fuel creativity while maintaining the flexibility of remote work year-round.

This role offers flexibility in terms of experience and expertise. Throughout the interview process, they’ll evaluate your background to determine where you align within the compensation range. The salary range for this position is between $95,000 - 130,000 plus commission.

• Medical insurance covering a significant portion of premiums for you and your dependents.
• Dental, Vision, Short & Long Term Disability, Life Insurance, and other Voluntary benefits.
• Flex PTO, Wellness Days, Birthday PTO, Winter Break + a generous company holiday calendar
• Contribution towards workstation setup upon hire, and a monthly stipend for other expenses after that.
• Free lunch in the Chicago office on select days
• … and the list goes on!

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, General Business, and Management

• Industries

  Computer and Network Security and Technology, Information and Media

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