Customer Success Manager - Tech SaaS, Unlimited PTO

CGC; McLean, Northern (VA, KY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

On-site gym access

Medical, dental, and vision insurance

401(k) with employer match

Unlimited PTO

Job summary

Merlin Group in McLean, VA is seeking a proactive Customer Success Manager to ensure long-term customer satisfaction and value realization. You will build relationships, monitor health, and advocate for customers across product, sales, and support teams.

The ideal candidate has at least 2 years of SaaS experience, strong communication, and proficiency with CRM platforms like Salesforce or HubSpot. This role offers a collaborative, fast-paced environment with growth opportunities.

Qualifications

• Minimum 2 years in a customer success, account management, or support role.
• Bachelor’s degree in Business, Marketing, Communication, or related field preferred.
• Strong communication, problem-solving, and relationship-building abilities.
• Experience with CRM and CS tools (Salesforce, HubSpot, Gainsight) is desirable.

Responsibilities

• Build and maintain relationships with customers as their trusted advisor.
• Monitor customer health and engagement to ensure high retention.
• Advocate for customers and relay feedback to product, sales, and support teams to improve experience.
• Help customers realize value by aligning objectives with product usage and best practices.
• Track and report on customer success metrics (adoption, satisfaction, retention).
• Improve CS processes to deliver a seamless customer experience.

Skills

Communication skills

Problem-solving

Organizational skills

Team player

Relationship management

Customer focus

Education

Bachelor’s degree in Business/Marketing/Communication

Tools

Salesforce

HubSpot

Gainsight

ChurnZero

Job description

Merlin Group in McLean, VA is seeking a proactive Customer Success Manager to ensure long-term customer satisfaction and value realization. You will build relationships, monitor health, and advocate for customers across product, sales, and support teams.

The ideal candidate has at least 2 years of SaaS experience, strong communication, and proficiency with CRM platforms like Salesforce or HubSpot. This role offers a collaborative, fast-paced environment with growth opportunities.