Remote CSM: Build Trusted Partnerships

3E Company; Canton (OH); Remote; USD 78,000 - 84,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Life insurance and disability coverage

Open PTO and parental leave

401(k) plan with company matching

Employee assistance program

Voluntary supplemental benefits

Job summary

3E seeks a Customer Success Manager to transform customer relationships into lasting partnerships and help clients maximize our regulatory intelligence and AI solutions. You’ll guide customers through product education, adoption, and value realization while collaborating with two Account Managers to ensure renewal success.

You will build trusted relationships, deliver training, and lead proactive outreach to expand usage across our evolving portfolio.

Qualifications

• 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.

Responsibilities

• Build relationships that last. 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.
• Drive meaningful engagement and adoption. 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 elevate.
• 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.
• Grow your expertise across our solutions. Build knowledge of 3E's product portfolio, including Protect and Insight, and help customers discover capabilities that make their work easier and more effective.

Skills

Relationship-building

Account management

Customer training

Communication

Presentation

Organization

Cross-functional collaboration

Tools

Salesforce

Gong

Job description

3E seeks a Customer Success Manager to transform customer relationships into lasting partnerships and help clients maximize our regulatory intelligence and AI solutions. You’ll guide customers through product education, adoption, and value realization while collaborating with two Account Managers to ensure renewal success.

You will build trusted relationships, deliver training, and lead proactive outreach to expand usage across our evolving portfolio.