Remote CSM — Mid‑Market & AI‑Driven Growth

Portside; Raleigh (NC); Remoto; USD 90.000 - 130.000; Tempo pieno

Vantaggi offerti da questo lavoro

Fully remote work

Health, dental, vision insurance

Generous time off policy

Career development opportunities

Descrizione del lavoro

Portside is hiring a Customer Success Manager to own a mid-market book in a fully remote role. You will design and optimize automated onboarding journeys, manage ongoing health reviews, and drive renewals and expansions with data-driven insights.

You will collaborate with Sales, Product, Marketing, and Support, using usage signals to prioritize actions and resolve escalations. A background in scalable SaaS CS and aviation industry passion is favored.

Competenze

• 5+ years in a customer-facing role at a SaaS company
• Experience using technology and automation to extend reach and efficiency
• Strong communication, relationship-building, and problem-solving skills
• Data-driven decision making from usage and health signals
• Comfort leading group trainings and webinars

Mansioni

• Oversee onboarding experiences and automated hand-offs from Sales
• Maintain templated success plans and quarterly business reviews
• Lead health reviews using usage and support data
• Run quarterly trainings and maintain training library
• Oversee automated renewal outreach and protect renewals
• Manage automated lifecycle campaigns and pass qualified opportunities to Sales
• Deliver adoption journeys and flag friction points to Product
• Contribute to voice-of-customer programs and identify testimonial opportunities
• Handle escalations with judgment and people skills

Conoscenze

Customer success

Data analytics

Automation tools

Communication skills

Problem solving

Formazione

Bachelor's degree or equivalent

Strumenti

AI-powered CS tools

Descrizione del lavoro

Portside is hiring a Customer Success Manager to own a mid-market book in a fully remote role. You will design and optimize automated onboarding journeys, manage ongoing health reviews, and drive renewals and expansions with data-driven insights.

You will collaborate with Sales, Product, Marketing, and Support, using usage signals to prioritize actions and resolve escalations. A background in scalable SaaS CS and aviation industry passion is favored.