Customer Success Manager (West Coast)

Just Appraised Inc.; United States; Remote; USD 85,000 - 100,000; Full time

Benefits offered by this job

Stock equity

Health insurance

401k retirement plan

Home office stipend

Flexible PTO

Parental Leave

Job summary

Just Appraised seeks a proactive Customer Success Manager to drive retention, expansion, and value realization for our SaaS customers. You’ll partner with teams across Product, Sales, and Support to translate goals into practical actions and measurable outcomes.

You’ll own renewals, map stakeholders, and guide adoption during onboarding while traveling 15-20% annually to engage customers and ensure success.

Qualifications

• 4+ years in Customer Success, SaaS preferred.
• Proven ability to manage complex accounts and renewals.
• Identify cross-sell opportunities.
• Strong focus on customer outcomes and partnerships.
• Navigate multiple stakeholders with collaboration.
• Translate technical concepts into customer-friendly language.
• Excellent written and verbal communication for remote work.

Responsibilities

• Serve as a trusted advisor to customers and tailor account strategies.
• Proactively manage renewals and negotiate expansion.
• Enable adoption with targeted training to maximize value.
• Monitor and report on churn, expansion, and CSAT metrics.
• Identify and advocate for customers with Product, Sales, and Support.
• Travel 3–5 visits per quarter (15-20% annually).

Skills

Account Management

Renewals & Expansion

Cross-functional collaboration

Strategic Planning

Customer Success

Stakeholder management

Remote communication

Problem solving

Tools

Salesforce

Fathom

Hex

Google Suite

Slack

Hubspot

Claude

Job description

What You Will Work On

• Drive Strategic Growth & Partnerships: Serve as a trusted, high-value advisor to customers. Develop and execute tailored account strategies to navigate unique workflows, political environments, and complex organizational dynamics, ensuring customer needs align with product capabilities.
• Own Business Outcomes: Proactively manage renewals and negotiate expansion opportunities, meeting annual targets tied to retention and growth. This is a critical component of the CSM role, requiring a strong background in managing contract lifecycles.
• Enable Adoption & Value: Partner with our customers during the critical adoption phase and provide ongoing, targeted training to maximize their success. Translate technical concepts and product updates into clear, practical value for diverse audiences.
• Manage Success Metrics: Monitor and report on key performance indicators, including churn reduction, expansion revenue, and Customer Satisfaction (CSAT), utilizing data to inform strategic account planning.
• Stakeholder Mapping & Advocacy: Identify and nurture relationships with all key decision-makers and influencers within your accounts, ensuring they receive appropriate support. Act as the voice of the customer internally, collaborating with Product, Sales, and Support teams.
• Travel: Attend customer visits and conferences based on territory needs. This typically involves 3-5 visits per quarter. (15-20% annually)

What We’re Looking For

• 4+ years of experience in Customer Success (ideally within a fast-growing SaaS startup).
• Proven ability to manage complex accounts, drive renewals, and identify cross-sell opportunities.
• Strong focus on achieving customer outcomes and building long-term partnerships.
• Skill in navigating multiple stakeholders and a collaborative spirit for cross-functional conversations.
• Ability to mitigate risk and de‑escalate issues before they become critical.
• Capacity to learn and support multiple products.
• Proficiency in translating technical concepts into practical, customer-friendly language.
• Clear, strategic communication (strong written and verbal skills) is essential for our remote environment.
• Exceptional organizational skills and prioritization ability to manage multiple customers and incoming requests.
• Familiarity with the following tools: Salesforce, Fathom, Hex, Google Suite, Slack, Hubspot, and Claude.

Benefits

• Competitive compensation and stock equity plan
• Comprehensive benefits package that includes medical, dental, vision, and life insurance
• Company sponsored pre‑tax retirement savings program (401k)
• A flexible work environment that supports working from home
• Flexible PTO
• Parental Leave
• Home office stipend